Senior Manager, Product Support

Avalara is a leading cloud compliance platform company, and they are seeking a Senior Manager, Product Support to lead and scale a high-performing global support organization. This role focuses on optimizing support operations, enhancing customer satisfaction, and driving strategic initiatives, including the adoption of AI and automation to improve efficiency and outcomes.

Responsibilities:

• Lead and develop a team of technical support professionals, including first-line managers, team leads, and support representatives
• Set clear performance expectations, conduct evaluations, and foster a culture of accountability, collaboration, and continuous improvement
• Coach and mentor managers and team leads to build a scalable, high-performing organization
• Own and optimize end-to-end support operations to ensure efficient, high-quality issue resolution
• Drive adherence to SLAs, improve operational efficiency, and scale support processes
• Partner with global teams to continuously improve KPIs such as TTR, CSAT, and productivity
• Identify and implement opportunities for AI and automation to improve case deflection, triaging, and resolution times
• Oversee critical escalations and provide guidance on complex technical issues
• Engage directly with customers as needed to resolve high-impact issues and ensure satisfaction
• Ensure clear, effective communication of technical concepts to both technical and non-technical stakeholders
• Partner with Product, Engineering, Sales, and Training teams to drive product improvements and better customer outcomes
• Influence the development of AI-driven tools, self-service capabilities, and knowledge management systems
• Act as a key stakeholder in aligning support strategy with broader organizational goals
• Analyze support metrics, trends, and customer feedback to identify improvement opportunities
• Provide regular insights and strategic recommendations to senior leadership
• Use data to drive decision-making and continuous optimization
• Champion initiatives to improve support quality, efficiency, and scalability
• Stay current with industry trends, especially in AI-enabled customer support, and bring innovative practices into the organization
• Drive a culture of experimentation and continuous learning

Requirements:

• Graduate in any discipline (technical or business background preferred)
• 12+ years of experience building and scaling customer-facing technical support teams, including experience managing managers
• Proven ability to lead in a manager-of-managers capacity and scale global support operations
• Strong experience in API-based or technically complex support environments
• Expertise in support operations, process optimization, and service delivery
• Proficiency with CRM and support platforms (e.g., Salesforce, ServiceNow) and multi-channel support environments
• Demonstrated experience leveraging AI, automation, or machine learning in support operations (e.g., chatbots, case routing, predictive analytics, knowledge systems)
• Strong analytical and problem-solving skills, with a data-driven mindset
• Excellent communication and stakeholder management skills across technical and non-technical audiences