Address Overview:
Job Duties:
We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year.
Last year, our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not 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. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.
We’ve been different from day one. Join us, and your career will be too.
EEO Statement
We are seeking a manager to join our team and support our mission by coaching and nurturing a team of Customer Excellence experts.
Job Duties:
- Coach and mentor team members through customer and internal situations.
- Lead response to customer escalations striving for resolution and satisfaction.
- Hire, train, and develop a global team of Customer Excellence experts. Nurture ongoing professional development and career growth.
- Manage teams in a highly matrixed organization.
- Conduct regular performance reviews and facilitate goal setting.
- Serve as a role model, embody optimism and fun success traits.
- Build and maintain relationships with peers and leaders in cross-functional teams.
- Build and refine programs to drive continuous improvement and scale as Avalara and the Customer Excellence team drive to the next stages of business.
- Role will require occasional support outside of business hours/weekends.
- Willing to work in US shift and work from the office.
- High emotional intelligence (EQ): Ability to successfully lead through change, effectively communicate and influence cross functionally, and inspire high employee engagement.
- Ability to help team members improve their skills (e.g., confidence with customer conversations, product knowledge, etc.) and develop professionally.
- Strong sense of customer advocacy and customer-first mindset with a customer facing experience.
- Effective communicator across stakeholder levels. Able to engage with customers to understand their issues, articulate customer needs, and navigate challenging customer conversations.
- Able to quickly establish rapport and credibility with customers and cross-functional teams and leaders.
- Comfortable with ambiguity, adaptable to change, and thrives in a fast-paced, multi-tasking environment.
- 3+ years leadership experience in customer-facing environment and/or high performance in Customer Onboarding or Support roles.
- Typically, 10+ years of customer service experience in onboarding or support in a technology organization.
- Bachelor's degree (or equivalent experience).
We’re Avalara. We’re defining the relationship between tax and tech.
We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year.
Last year, our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not 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. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.
We’ve been different from day one. Join us, and your career will be too.
EEO Statement
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.
