Manager - Product Support | 12+ years | Avalara Technologies, Pune

Greetings,

We have an excellent opportunity for a Manager - Product Support (Technical/Customer Support) 12+ yrs @ Avalara Technologies, Pune | Night Shifts.

Note: This role requires you to work night shifts. Kindly apply only if comfortable to work in the night shifts.

What You'll Do:

The Manager, Technical Support is responsible for leading and managing a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers. This role involves overseeing the day-to-day operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction. The Manager, Technical Support will also play a key role in developing and implementing strategies to improve support services and optimize customer experience.

What You'll Need to be Successful:

Team Leadership:

• Supervise, mentor, hire and provide guidance to a team of technical support professionals
• Manage team of first line managers and leads
• Set performance goals, conduct regular performance evaluations, and provide constructive feedback
• Foster a positive and collaborative team environment to encourage productivity and innovation

Technical Support Operations:

• Oversee the technical support operations, ensuring timely and effective resolution of customer issues and inquiries
• Develop and implement support processes to optimize efficiency and enhance customer satisfaction.
• Monitor support ticket queues, prioritize tasks, and allocate resources appropriately to meet service level agreements (SLAs)
• Regularly identify improvement areas and take initiatives to improve & optimise support KPIs and customer experience

Customer Interaction:

• Handle escalated customer issues, escalations providing expert technical assistance and ensuring swift resolution
• Collaborate with customers to understand their technical challenges, identify root causes, and deliver comprehensive solutions
• Communicate technical information effectively to both technical and non-technical customers

Cross-Functional Collaboration:

• Collaborate with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements
• Work closely with the training department to ensure technical support staff is well-trained and up to date with product knowledge
• Participate in cross-functional meetings to align support strategies with overall company goals

Performance Analysis and Reporting:

• Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery
• Prepare regular reports on key performance indicators (KPIs) and present findings to the senior management team

Continuous Improvement:

• Drive continuous improvement initiatives to enhance support processes, customer satisfaction, and team performance
• Stay updated with industry trends and best practices to implement innovative support solutions

Support Tools:

• Excellent knowledge of CRM tools like Salesforce, Service now etc
• Experience in managing different support channels like portal, chat, phone & Email
• Presentable experience in support process engineering and improvement

How We'll Take Care of You:

Total Rewards

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness
Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive culture and diversity
Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

What You Need to Know About Avalara:

Were Avalara. Were defining the relationship between tax and tech. Weve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year. Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - theres nearly 5,000 of us now. Our growth is real, and were not slowing down - not until weve achieved our mission - to be part of every transaction in the world.

Were bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture weve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them. We’ve been different from day one. Join us, and your career will be too.

We’re An Equal Opportunity Employer

Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.