Manager, Technical Support

You will report to the Director, Technical Support and work from the Pune office. As the Manager, Technical Support, you will lead a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers. Your role will involve overseeing the daily operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction. Additionally, you will help develop and implement strategies to improve advanced support services and increase customer experience. Your responsibilities will include supervising, mentoring, hiring, and providing guidance to a team of Technical Account Managers and Tier 3 technical support professionals. You will foster a positive and collaborative team environment to encourage productivity and innovation. Developing and implementing support processes to increase efficiency and enhance customer satisfaction will be a key part of your role. You should have experience handling support requests from various channels and allocating resources to meet service level agreements (SLAs). Handling escalated customer issues, providing expert technical assistance, and ensuring swift resolution will also be part of your responsibilities. Communication of technical information to all customers and collaborating with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements are essential aspects of the role. Working with the training department to ensure technical support staff is up-to-date with product knowledge is also required. You will participate in cross-functional meetings to align support strategies with overall company goals and analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery. Regular reporting on measurements and presenting findings to the senior management team, as well as driving continuous improvement initiatives to enhance support processes, customer satisfaction, and team performance, will also be part of your responsibilities. To be successful in this role, you should have at least 5 years of experience in building a technically focused, customer-facing, advanced experience support team and cross-functional collaboration with other teams. Experience with mainstream ERP, CRM, or accounting SaaS software, excellent knowledge of CRM tools like Salesforce and ServiceNow, as well as presentable experience in support process engineering and improvement are required. Avalara offers a competitive compensation package, paid time off, and paid parental leave. Additionally, employees are eligible for bonuses, and benefits such as private medical, life, and disability insurance. Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into business practices and organizational culture. The company has employee-run resource groups focused on diversity and inclusion. Avalara is an equal opportunity employer that values innovation, disruptive thinking, and a culture that empowers its people to succeed.,