Responsabilidades
The Senior Manager, Product Support will lead and scale a high-performing global support organization, delivering exceptional technical assistance and customer experience. This role operates overseeing frontline leaders and representatives, and driving operational excellence across support functions. You will be responsible for optimizing support operations, enhancing customer satisfaction, and driving strategic initiatives—including the adoption of AI and automation—to improve efficiency, scalability, and outcomes. This role requires a balance of strong technical acumen, leadership capability, and a data-driven approach to continuous improvement. This position is also open to people with disabilities (PcD), in accordance with Law No. 8.213/91 (Esta vaga também é destinada a pessoas com deficiência (PcD), conforme Lei nº 8.213/91). **Only CVs in EN will be considered** Quais serão as suas responsabilidades: Leadership & Team Development 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. Technical Support Operations 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. Customer Experience & Escalation Management 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. Cross-Functional Collaboration 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. Performance Management & Insights 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. Continuous Improvement & Innovation Champion initiatives to improve support quality, efficiency, and scalability. Stay current with industry trends, especially in AI-enabled Product Support, and bring innovative practices into the organization. Drive a culture of experimentation and continuous learning. This role must elevate the performance of the team by: Setting a new standard for operational excellence—driving measurable improvements in core KPIs (TTR, CSAT, productivity) and reducing backlog through disciplined execution and continuous optimization. Building a high-performing leadership bench by coaching and developing managers to lead with accountability, data-driven decision-making, and a strong ownership mindset. Embedding AI and automation into the fabric of support operations, significantly increasing case deflection, improving resolution speed, and enabling the team to scale without linear headcount growth. Elevating cross-functional influence—proactively identifying systemic issues and partnering with Product and Engineering to eliminate root causes, improving both product quality and customer experience. O que precisa possuir para ser bem sucedido: 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. Why This Role Matters This role is critical in shaping the future of support by combining technical depth, leadership, and AI-driven transformation. You will play a key role in building a scalable, efficient, and customer-centric support organization that directly impacts customer success and business growth. A Avalara é uma empresa AI-first: AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability. You’ll bring experience using AI and AI-related technologies, ready to thrive here. You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers. You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too. Como cuidaremos de você: Total Rewards In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. Health & Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversity Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship. O que você precisa saber sobre Avalara: We’re defining the relationship between tax and tech. We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world. We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too. We’re An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. 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. If you require any reasonable adjustments during the recruitment process, please let us know.