Senior Manager, Product Support

				Overview:

The Senior Manager, Product Support will be Reporting to the Director of Global Support Operations and lead a team of support professionals to deliver exceptional technical assistance to customers. You will manage daily operations, optimizes support processes, and drive cross-functional collaboration to enhance customer satisfaction. Additionally, the Senior Manager will help shape and implement strategies - including the use of AI and automation to improve support services and improve the overall customer experience

Responsibilities:

Team Leadership

* 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

* Oversee daily support operations to ensure effective issue resolution.
* Implement and optimize support processes to drive efficiency and meet SLA targets.
* Collaborate with global teams to improve KPIs and enhance the customer experience.
* Identify opportunities to leverage AI and automation for case deflection, faster resolutions, and improved customer outcomes.

Customer Interaction

* 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

* Partner with product, sales, marketing, and training teams to share insights and improve product and service delivery.
* Align support strategies with organizational goals through active participation in cross-functional initiatives.
* Collaborate with engineering and product teams to influence AI-driven tools and enhance self-service capabilities.

Performance and Reporting

* Analyze support metrics and customer feedback to identify trends and improvement opportunities.
* Deliver regular performance reports and insights to senior leadership.

Continuous Improvement

* Champion initiatives that improve support quality, efficiency, and customer satisfaction.
* Stay current with industry trends, particularly in AI-driven customer support technologies, 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 and scaling customer-facing, technically advanced support teams, with strong cross-functional collaboration.

* 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).

* Experience with support process engineering and service improvement.

* Experience evaluating systems for positive end-to-end customer experience with the skill assessing the severity of customer issues complex technical problems and develop solutions.

* Proven experience applying AI, automation, or machine learning in customer support operations (e.g., case routing, chatbots, predictive analytics, self-service optimization).

* Strong knowledge of CRM and support ticketing systems.

* Flexibility to work in rotational night shifts (Work from office, 5 days a week).
			

Apply

Share this job:

Share this Job

View company profile

Avalara, Inc