What You'll Do The Manager, Technical Support leads and manages a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers. You will oversee the daily operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction. The Manager, Technical Support will also help develop and implement strategies to improve support services and optimize customer experience. You will report to the Director of Global Support. What Your Responsibilities Will Be Team Leadership: Oversee, 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 and allocate resources appropriately to meet service level agreements (SLAs) Identify improvement areas and take initiatives to improve and 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 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 our 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 goals 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 support solutions What You'll Need to be Successful You should have 5+ years of experience with CRM tools like Salesforce, Service now 5+ years of experience in managing different support channels like portal, chat, phone and Email 5+ years experience in support process engineering and improvement #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. 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.