What You'll Do As a Customer Excellence Manager, you will manage and resolve complex, high–impact customer issues. You will oversee escalated customer concerns, provide strategic leadership and expertise to lead resolutions. This role is based in Pune and you will report to Sr. Manager, Customer Excellence. You will require to work from office Job Duties Be an primary owner and contact person for critical escalations. Conduct investigations and root cause analysis of complex customer problems. Clearly document the status of issues, customer conversations, and next steps; document root cause upon resolution. Develop and implement effective resolution plans, ensuring communication and follow-up with customers. Collaborate with cross-functional teams to identify process improvements to prevent future escalations. Track and analyze escalation trends and metrics. Summarize and share findings with our CX leadership team with outcomes and clear action plan. Should have experience with global customers, especially in US. This is a Night Shift role, with Work from Office. What You'll Need to be Successful Experience managing complex customer issues and delivering exceptional results. Minimum of 5 years of experience in customer service or related field. Effective communicator across stakeholder levels. Able to engage with customers to understand their issues, articulate customer needs, and navigate challenging customer conversations. Able to quickly establish rapport and credibility with customers and cross-functional teams. Great technical and problem-solving skills coupled with the ability to identify resolution to problems. About the Team #LI-Onsite 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. Flexible hybrid working We support hybrid work and flexible schedules for our employees. Learn more about our benefits by region here: https://careers.avalara.com/ 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. Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not 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. EEO Statement 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.