Senior Manager, Product Support
- Avalara Technologies
- 6 - 10 years
- Pune
- 2 months ago
- Email to a friend
- Report this job
Job Description
What You'll DoThe 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
What Your Responsibilities Will BeTeam 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.
- 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).
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success - OtherEmployement Type: Full timeContact Details:
Company: Avalara TechnologiesLocation(s): Pune
Keyskills: team management crm analytics machine learning ticketing crm product support product management team sas predictive analytics artificial intelligence sales salesforce technical support servicenow customer experience
Similar positions
Avalara Technologies
If youre thinking scale, think bigger and dont stop there. At Walmart Global Tech India, we dont just innovate, we enable transformations across stores and different channels for the Walmart experience. \\r\\n \\r\\nA regular day at Walmart Global Tech India means using technology to deliver leadin...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in