The Technical Product Support Manager is responsible for our tier 3 support team, which is our senior level technical support and implementation team. The right candidate will live by the Avalara cult of the customer philosophy and will be responsible for increasing the overall satisfaction of our customer base. Focus will be on the creation and implementation of customer centric processes and workflow, managing to prescribed metrics goals, and fostering an environment of accountability, growth, and positive employee morale.
Coach team and overall department as to performance and goals with a distinct focus on customer satisfaction.
Monitor team case load, reviewing cases for content, quality, and appropriate follow-up.
Take ownership of team and department metrics goals; monitor team and dept. reports and provide appropriate feedback to employees and support leadership team to ensure goals are met.
Monitor phone, chat and case queues on an ongoing basis and determine case load balancing.
Work closely with support trainer to identify and address employee training and coaching needs.
Ensure metrics and SLAs are being met.
Increase skills and knowledge of tier 3 team to enable the team to become the go to resource for other team members and departments.
Implement process improvements within Tier 3 team and across the broader Customer Success organization.
Develop a strong relationship with the engineering/development teams to ensure that product enhancements and fixes are on schedule.
Manage escalated issues (both internally and externally) and develop process and protocols aimed toward reducing the number and duration of escalations.
Develop relationships with other departments, improve the internal communication, and help instill the focus on the customer throughout the organization.
Coordinate with Peers and Management on improvements, needs, and future planning.
Experience and Skills:
5+ years in a support environment supporting software or a SaaS product
3+ years in a management role within a customer support department
Proven technical skills such as query building, code review, etc.
Proven ability to communicate effectively, both orally and in writing, with individuals of varying technical skills and abilities Ability to create and encourage a positive, productive team atmosphere Ability to work well in an interactive team environment
Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.
Job Level: Mid Career (2+ years)
Number of Openings: 1
Years of Experience: 5 - 7 Years
Level of Education: BA/BS
435 Eriksen Avenue
Bainbridge Island, WA 98110