Senior Manager Product Support
PuneFull-time12–22 yrsPosted 4 days ago
Leadership IT support role at Avalara in Pune. Needs 12+ years and a BBA.
About the role
What You'll Do Senior Manager, Technical Support Reporting to: Director, Global Support Operations Work from Office Working hours: 6:00 PM–3:00 AM or 8:00 PM–5:00 AM IST The Senior 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 Leadership & Team Development Lead and develop a team of technical support professionals, including first-line managers and team leads
- Operate in a manager-of-managers capacity, building leadership depth and driving consistency across teams
- 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
What you need
- ServiceNow
- Performance management
- CRM
- Machine learning
- Salesforce
- Customer success