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 manage a team of specialists, ensuring world-class service delivery and satisfaction. The ideal candidate will bring strong leadership, organizational and communication skills, driving process improvements while fostering a culture of collaboration, ownership, and accountability. You will manage the end-to-end operations of your functional area.
- Manage a high performing team.
- Coach and mentor team members through customer and internal situations.
- Hire, train, and develop a global team of Customer Excellence experts. Nurture ongoing professional development and career growth.
- Facilitate goal setting and conduct regular one-on-ones and performance reviews.
- Execute on Customer Excellence team strategies.
- Manage function with clear KPIs, metrics, and operational reports.
- Collaborate with cross-functional teams (Sales, Product, Operations, etc.) to streamline workflows and drive improvements in customer and employee experience.
- Proactively assess the health of the function and have clear mitigation plans.
- Willing to work in US shift and work from the office. Role may require support after shift and/or on weekends.
- 2+ years of leadership experience in customer-facing environment
- 10+ years of industry experience in customer-facing roles and/or technical consultancy in SaaS-based environments.
- Bachelor's degree
- Experience supporting global clients
- Excellent problem-solving, communication and interpersonal skills.
- Fast learner with the ability to quickly grasp Avalara's customer base.
- Proficient in CRM systems and reporting tools (Salesforce, Zendesk, or similar).
- Passion for driving customer-centric initiatives and continuous improvement.
