Manager Product Support
Avalara Technologies
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Job Description
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).
Collaborate work with worldwide teams
Regularly identify improvement areas and take initiatives to improve optimise support KPI s 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
About The Company
Avalara Technologies
At Avalara, we’re different by design and orange by nature. We’re transforming tax through tech, making our customers’ lives easier across hundreds of countries and billions of transactions. We’re looking for people who set the bar high, and then push it higher. Who always challenge the status quo, even if we set it. Who want to win for us, our customers, and for themselves. If you’ve got aspirations that don’t fit neatly into a box, so do we. Settling isn't in our DNA – not until we're part of every transaction in the world. We’ve been different from day one. Join us, and your career will be too.
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