Lead, Customer Excellence Avalara
Avalara
Office Location
Full Time
Experience: 12 - 12 years required
Pay:
Salary Information not included
Type: Full Time
Location: Maharashtra
Skills: Leadership, Customer Service, Communication skills, Process Improvement, collaboration, Strategic Planning, Execution, Customer satisfaction, Project Management, Productivity, Development, Strategy Development, Customer Retention, Escalation Management, Process optimization, Stakeholder management, Customer Advocacy, Technical Support, Product Development, Integration, Troubleshooting, Interpersonal Skills, Information technology, Reporting tools, Change Management, Compliance, Sales Tax, VAT, Billing Systems, APIs, Organizational Skills, Problemsolving, Team Culture Development, Continuous Learning, Mutual support, CrossFunctional Collaboration, Workflow Optimization, quality standards monitoring, decisionmaking, SaaS environments, Feature utilization, Global client support, Night Shift Work, Bachelors degree in Computer Science, technical expertise, Crm Systems, Passion for customercentric initiatives, Loan Underwriting
About Avalara
Job Description
As a Team Leader for the Customer Excellence team at Avalara, you will play a vital role in overseeing a team of specialists dedicated to providing world-class service delivery and ensuring customer satisfaction. Your leadership will drive process improvements and foster a culture of collaboration, ownership, and accountability within the team. You will be responsible for handling critical situations, guiding your team through complex problem-solving scenarios, and creating an environment that prioritizes customer satisfaction through strategic planning and execution. This is a night shift operation job based in Pune office, where you will work diligently to support leadership in driving projects, productivity, and collaboration with the ultimate goal of enhancing the overall customer experience. You will cultivate a collaborative team culture that emphasizes continuous learning, development, and mutual support, while implementing strategies aligned with the organization's customer service goals to deliver exceptional experiences. Your role will involve ensuring timely resolution of customer queries and issues, acting as the point of escalation for complex customer complaints, and identifying opportunities for process optimization to enhance service delivery and operational efficiency. Collaboration with cross-functional teams such as Sales, Product, and Operations will be essential to streamline workflows and drive improvements in the customer experience journey. As a customer advocate within the company, you will prioritize customer interests in decision-making processes and build strong relationships with internal stakeholders to ensure that customer feedback is shared and acted upon across departments. Your technical expertise in product development, integration, and feature utilization will be crucial in troubleshooting complex technical issues and providing effective solutions to global clients. To excel in this role, you should have a Bachelor's degree in Computer Science, Information Technology, or a related field, along with over 12 years of experience in a technical field focusing on customer support or technical consultancy in SaaS-based environments. Proficiency in CRM systems and reporting tools like Salesforce or Zendesk, as well as a passion for driving customer-centric initiatives and continuous improvement, will be beneficial. Preferred qualifications include demonstrated leadership abilities during periods of change, knowledge of Avalara's ecosystem, and familiarity with Compliance, Sales Tax, and VAT. Overall, your ability to work independently and as part of a team in a fast-paced, dynamic environment, along with excellent problem-solving, communication, and interpersonal skills, will be instrumental in ensuring service excellence and customer satisfaction in this role.,