Senior Manager Product Support

IN-MH-Pune

India Careers

Req #: 15783
Type: Regular

Avalara, Inc

				Overview:

The Senior Manager, Technical Support, reporting to the Director of Global Support Operations, will lead a team of support professionals to deliver exceptional technical assistance to customers. This role manages daily operations, optimizes support processes, and drives cross-functional collaboration to enhance customer satisfaction. Additionally, the Senior Manager will help shape and implement strategies to improve support services and elevate the overall customer experience.

Responsibilities:

Team Leadership

* You will lead a team of technical support professionals, including first-line managers and leads
* Set performance goals, conduct evaluations, and foster a collaborative, high-performing team culture

Technical Support Operations

* You will oversee daily support operations to ensure effective issue resolution
* Implement and increase support processes to drive efficiency and meet SLA targets
* Collaborate with global teams to improve KPIs and enhance the customer experience

Customer Interaction

* You will manage escalations, providing expert guidance to resolve complex technical issues
* Engage with customers to understand challenges, identify root causes, and deliver effective solutions
* Communicate technical concepts clearly to both technical and non-technical stakeholders

Cross-Functional Collaboration

* You will partner with product, sales, marketing, and training teams to share insights and improve product and service delivery
* Align support strategies with our goals through active participation in cross-functional initiatives

Performance and Reporting

* You will analyze support metrics and customer feedback to identify trends and improvement opportunities
* Deliver regular performance reports and insights to senior leadership

Continuous Improvement

* You should champion initiatives that improve support quality, efficiency, and customer satisfaction
* Stay current with industry trends to introduce innovative solutions and best practices

Qualifications:

* Bachelor's degree in a relevant technical field (e.g., Computer Science, Information Technology).
* 12+ years of experience building a technically focused, customer-facing, advanced experience support team and cross-functional collaboration with other teams
* Exceptional leadership and team management skills, with the ability to motivate and inspire a technical support team.
* Proficient in CRM platforms (e.g., Salesforce, ServiceNow) and experienced in managing multi-channel support (chat, phone, email, portal)
* Skilled in support process engineering and service improvement
* Analytical mindset with the ability to analyze complex technical problems and develop effective solutions.
* Experience with customer relationship management (CRM) software and support ticketing systems.
* Excellent knowledge of CRM tools like Salesforce, Service now etc.
* Flexibility to work in rotational night shifts(Work from office 5 days a week)

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