Overview
The Senior Manager, Technical Support is responsible for leading and managing a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers. This role involves overseeing the day-to-day operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction. The Senior Manager, Technical Support will also play a key role in developing and implementing strategies to improve support services and optimize customer experience.
Responsibilities
Team Leadership:
- Supervise, 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, prioritize tasks, and allocate resources appropriately to meet service level agreements (SLAs).
- Collaborate work with worldwide teams
- Regularly identify improvement areas and take initiatives to improve & 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 closely 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 overall company 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 key performance indicators (KPIs) 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 innovative support solutions.
Support Tools
- Excellent knowledge of CRM tools like Salesforce, Service now etc.
- Experience in managing different support channels like portal, chat, phone & Email
- Presentable experience in support process engineering and improvement
Qualifications
About Avalara
About Avalara
We're building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there's an accompanying unique and nuanced tax compliance calculation. The logic behind calculating taxes the rules, rates, and boundaries is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.
Avalara works with businesses of all sizes, all over the world from corner stores to gigantic global retailers to calculate tax accurately and automatically, at speeds measured in milliseconds. That's a massive technical challenge, in terms of scale, reliability, and complexity, and we do it better than anyone. That's why we're growing fast. Headquartered in Seattle, Avalara has offices across the U.S. and around the world, in Brazil, Canada, India, U.K, Belgium and across Europe.
Equal Opportunities
Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, colour, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.
