Tax Operations Manager, Product and Technical Support

In this role, you will

• Manage and grow a team of both Tier 1 and Tier 2 Product and Technical Support responsible for working directly with customers via email
• Own the Support product, which includes our help center, internal knowledge base, chat bot, and function and engage with customers and state and local jurisdictions as needed
• Work closely with the Technical Solutions team to expand the resolution rate of Technical Support
• Partner with Tax Operations teams (Filing, Registrations, and International) to increase Tier 1 Support ownership
• Lead cross-functional initiatives to improve in-product Customer Support

What excites us

• You are customer-focused and have an extensive background of pushing for features and processes that are customer first
• You have a strong analytical background with at least 4 years of experience in managing Technical Customer Support teams
• You use data to make informed decisions and present findings to your team and the broader organization
• You have experience working with Product and Engineering teams to improve the product and internal tools
• You enjoy engaging with customers and stakeholders and take a proactive position when solving challenging problems
• You’re curious and motivated to learn new tools — you've experimented with AI in your work or on your own, you're excited about what's possible, and you've built something with it (an application, a workflow, a creative solution to a real problem) that you can walk us through.
• Nice-to-have: you have experience building on Zendesk