Job Description
Overview
The Senior Manager, Technical Support leads and scales a global technical support organization, driving operational excellence, AI‑driven automation, and superior customer experience. This manager‑of‑managers role shapes a scalable, customer‑centric support function.
Experience
12+ yrs
Responsibilities
- Lead and develop technical support teams, including first‑line managers and team leads
- Own and optimize end‑to‑end support operations, ensuring SLA adherence and improving KPIs such as TTR and CSAT
- Drive AI and automation initiatives to enhance case deflection, triaging, and resolution times
- Manage critical escalations and engage directly with customers to resolve high‑impact issues
- Partner with product, engineering, sales, and training teams to influence product improvements and support strategy
Eligibility
- Expertise in API‑based or technically complex support environments
- 12+ years of experience building and scaling customer‑facing technical support teams, including manager‑of‑managers roles
- Graduate degree in any discipline, preferably technical or business background
Skills
AIAutomationCustomer SupportLeadershipCRMSalesforceServiceNowData Analysis
About Company
Avalara is an AI‑first tax compliance and automation platform that processes billions of API calls and millions of tax returns each year, delivering cloud‑based solutions to global enterprises.
