Manager Product Support

The Manager, Technical Support leads a team of technical support professionals to ensure high-quality technical assistance for customers. You will supervise daily operations, implement efficient processes, and collaborate with cross-functional teams to boost customer satisfaction. Reporting to the Director of Global Support, you will also strategize to enhance support services and optimize customer experience. Your responsibilities include overseeing, mentoring, and guiding the technical support team. Managing first-line managers and leads, setting performance goals, conducting evaluations, and fostering a collaborative team environment for productivity and innovation. You will manage technical support operations, ensuring timely issue resolution, developing support processes for efficiency, monitoring ticket queues, and optimizing support KPIs. Handling escalated customer issues, providing expert assistance, collaborating with customers for solutions, and effectively communicating technical information to all customers. In collaboration with product, sales, and marketing teams, you will relay customer feedback and contribute to product improvements. Working with the training department for staff training, participating in cross-functional meetings, and aligning support strategies with organizational goals. Analyzing support metrics and customer feedback to identify trends, areas of improvement, and opportunities for service enhancement. Preparing regular reports, driving continuous improvement initiatives, staying updated with industry trends, and implementing best practices for support solutions. Successful candidates should have over 5 years of experience with CRM tools like Salesforce and ServiceNow, managing various support channels, and support process engineering and improvement. Avalara offers a competitive compensation package, paid time off, parent leave, and bonuses for eligible employees. Health and wellness benefits, inclusive culture, diversity support, and employee-run resource groups. Avalara focuses on diversity, equity, and inclusion in business practices and organizational culture. Avalara, a billion-dollar business, is at the forefront of defining the tax-tech relationship. The company's growth continues, aiming to be part of every transaction globally. With an innovative and disruptive spirit, Avalara fosters a culture of ownership, achievement, and empowerment for its employees. Join Avalara, where your career will be as unique as the company itself. Avalara is an Equal Opportunity Employer.,