What You'll Do
Avalara is seeking a dynamic and results-driven Team Leader for our Customer Excellence team. The role requires a customer-focused individual with proven leadership experience to oversee a team of specialists, ensuring world-class service delivery and satisfaction. The ideal candidate will bring strong organizational and communication skills, driving process improvements while fostering a culture of collaboration, ownership, and accountability. You will be expected to handle critical situations by collaborating with the reporting manager and guide your team through complex problem-solving scenarios and build an environment that prioritizes customer satisfaction through strategic planning and execution.
This a night shift operation job with all days work from Pune office.
- Support leadership in driving projects, productivity and collaboration with an end goal of improving customer experience.
- Foster a collaborative team culture that prioritizes continuous learning, development, and mutual support.
- Develop and implement strategies that align with the organization’s customer service goals to deliver exceptional experiences.
- Ensure timely resolution of customer queries and issues, leading to improved customer retention and satisfaction.
- Act as the point of escalation for complex customer issues and complaints, working towards quick, efficient resolution.
- Identify opportunities for process optimization to enhance service delivery and operational efficiency.
- Collaborate with cross-functional teams (Sales, Product, Operations, etc.) to streamline workflows and drive improvements in the customer experience journey.
- Implement and monitor quality standards to ensure compliance and service excellence.
- Build and maintain strong relationships with internal stakeholders and ensure that customer feedback is shared and acted upon across departments.
- Serve as a customer advocate within the company, ensuring that customer interests are prioritized in decision-making.
- This a night shift operation job with all days work from office
What You'll Need to be Successful
Bachelor's degree in Computer Science, Information Technology, or related field (B.Sc or B.Tech preferred).
- Over 12 years of experience in a technical field, with a focus on customer support or technical consultancy in SaaS-based environments.
- Strong technical expertise in product development, integration, and feature utilization.
- Proven experience working with connectors, APIs, and payment gateways.
- Demonstrated ability to troubleshoot complex technical issues and provide effective solutions.
- Experience supporting global clients, with a strong understanding of diverse technical environments.
- Excellent communication and interpersonal skills, with a flair for providing exceptional customer service.
- Ability to work night shifts and be physically present in the office.
- Fast learner with the ability to quickly grasp Avalara's product functionalities.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to handle and resolve escalated customer issues calmly and effectively.
- Proficient in CRM systems and reporting tools (Salesforce, Zendesk, or similar).
- Passion for driving customer-centric initiatives and continuous improvement.
Preferred Qualifications
Demonstrated ability to lead a team through change.
Knowledge of Avalara eco-system.
Knowledge of Compliance, Sales Tax, and VAT.
Exposure and comfort with SaaS products, ERP and Billing systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics, Sage, EPICOR, Intuit, Salesforce), POS, and eCommerce platforms.
Understanding of API's and troubleshooting in a customer-facing environment.
How We'll Take Care of You
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.
Flexible hybrid working
We support hybrid work and flexible schedules for our employees.
Learn more about our benefits by region here: https://careers.avalara.com/
About Avalara
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, we became a billion-dollar business
, and 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.
