Director, Global Support

Job Description

What Youll Do You will be reporting to the VP, Customer Support. You will work from the Pune office. Avalara is seeking a Director, Global Support to lead, shape, and scale our worldwide customer support operations. As the Director, you will oversee the global strategy and delivery of our support services, ensuring that customers receive high-quality service and resolution of their issues. You will foster a and accountability while driving operational and manage the GSO( Global Support Operations) team through efficiency, customer satisfaction, and employee engagement. What Your Responsibilities Will Be You will lead and evolve the global customer support strategy, ensuring alignment with Avalaras team goals and customer needs. You will partner with senior leadership teams across product, engineering, sales, and marketing to ensure an integrated approach to customer success and support. You will develop and implement best practices, metrics, and tools that enable the global support teams to meet service-level expectations and customer satisfaction goals. You will oversee daily operations of the global support teams, including incident management, issue resolution, and proactive support initiatives. You will establish key performance indicators (KPIs) to ensure support outcomes, focusing on first-contact resolution, customer satisfaction (CSAT), and Net Promoter Scores (NPS). You will lead continuous improvement initiatives to enhance support tools, ensuring the team is equipped to resolve customer issues. You will manage the escalation process, providing support for high-priority issues and ensuring and satisfactory resolutions. You will foster a culture of learning and development, providing ongoing coaching, and career progression opportunities for team members. You will be an important advocate for the voice of the customer (VOC), providing insights to product and engineering teams to inform product improvements and prevent recurring issues. You will partner with product, engineering, and other teams to ensure agreement on product enhancements, updates, and resolution of customer issues. You will contribute to the development of customer support documentation, knowledge base articles, and self-service options that improve customer experience and reduce support volume. You will develop and deliver regular reports on global support performance, including important metrics, trends, and customer insights, to executive leadership. You will use analytics to drive decision-making, identify opportunities for improvement, and track progress toward customer support goals. What Youll Need to be Successful 15+ years of experience in customer support, with at least 8 years in a leadership role managing global or multi-region teams. Experience scaling support operations. Experience with customer support platforms (e.g., Zendesk, Salesforce Service Cloud) and knowledge of support automation, AI-driven solutions, and self-service strategies. Expertise in managing teams and collaborating with product, engineering, and sales teams. Experience with customer support KPIs, with the ability to interpret data and drive action to improve performance. Bachelors degree in business, technology, or a related field; an MBA or equivalent advanced degree. ITIL Certification or equivalent in IT service management. Lean certifications. #LI-Onsite How Well 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 diversit y 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. Learn more about our benefits by region here: Avalara North America What You Need To Know About Avalara We re Avalara. We re defining the relationship between tax and tech. We ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year, and this year we became a billion-dollar business . Our growth is real, and we re not slowing down until we ve achieved our mission - to be part of every transaction in the world. We re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we ve 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. 15+ years of experience in customer support, with at least 8 years in a leadership role managing global or multi-region teams. Experience scaling support operations. Experience with customer support platforms (e.g., Zendesk, Salesforce Service Cloud) and knowledge of support automation, AI-driven solutions, and self-service strategies. Expertise in managing teams and collaborating with product, engineering, and sales teams. Experience with customer support KPIs, with the ability to interpret data and drive action to improve performance. Bachelors degree in business, technology, or a related field; an MBA or equivalent advanced degree. ITIL Certification or equivalent in IT service management. Lean certifications. #LI-Onsite You will lead and evolve the global customer support strategy, ensuring alignment with Avalaras team goals and customer needs. You will partner with senior leadership teams across product, engineering, sales, and marketing to ensure an integrated approach to customer success and support. You will develop and implement best practices, metrics, and tools that enable the global support teams to meet service-level expectations and customer satisfaction goals. You will oversee daily operations of the global support teams, including incident management, issue resolution, and proactive support initiatives. You will establish key performance indicators (KPIs) to ensure support outcomes, focusing on first-contact resolution, customer satisfaction (CSAT), and Net Promoter Scores (NPS). You will lead continuous improvement initiatives to enhance support tools, ensuring the team is equipped to resolve customer issues. You will manage the escalation process, providing support for high-priority issues and ensuring and satisfactory resolutions. You will foster a culture of learning and development, providing ongoing coaching, and career progression opportunities for team members. You will be an important advocate for the voice of the customer (VOC), providing insights to product and engineering teams to inform product improvements and prevent recurring issues. You will partner with product, engineering, and other teams to ensure agreement on product enhancements, updates, and resolution of customer issues. You will contribute to the development of customer support documentation, knowledge base articles, and self-service options that improve customer experience and reduce support volume. You will develop and deliver regular reports on global support performance, including important metrics, trends, and customer insights, to executive leadership. You will use analytics to drive decision-making, identify opportunities for improvement, and track progress toward customer support goals.