Manager, Product Support
PuneFull-time7–13 yrsPosted 3 weeks ago
Senior IT support role at Avalara in Pune. Needs 7+ years and a BBA.
About the role
What You'll Do Manager, Technical Support Reporting to: Sr. Manager /Director, Global Support Operations Work from Office Working hours: 6:00 PM–3:00 AM or 8:00 PM–5:00 AM IST Role Overview The Manager, Technical Support will lead and scale a high-performing global support organization, delivering exceptional technical assistance and customer experience.
What you'll do
- Be What You Will Do Leadership & Team Development Lead and develop a team of technical support professionals, including first-line team leads
- Set clear performance expectations, conduct evaluations, and foster a culture of accountability, collaboration, and continuous improvement
- Coach and mentor leaders 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
What you need
- ServiceNow
- Performance management
- CRM
- Machine learning
- Customer success
- Salesforce