Sr. Tax & Compliance Analyst Remote Tax Research and Technology

What You'll Do

The Senior Customer Support Analyst –serves as the second tier of customer support on the My Lodge Tax  team, handling complex tax compliance inquiries escalated from our front-line support team. This role is the subject matter resource customers and internal teams turn to when issues require deeper investigation, specialized knowledge, or direct resolution.

From back-filing cases to tax notice resolution, this analyst ensures customers receive accurate, timely, and clear guidance to meet their multi-jurisdictional compliance obligations. Strong written and verbal communication, sharp organizational skills, and a commitment to deadlines are the foundation of success in this role.

This role directly contributes to improving customer experience, minimizing compliance risk, and delivering consistent, high-quality service — all while supporting Avalara's AI-first operational strategy.

How This Role Elevates Avalara

• Protects customer satisfaction by resolving complex, escalated issues that front-line support cannot independently address.
• Reduces compliance risk for customers by driving accurate, timely resolution of tax notices and back-filing cases.
• Strengthens the front-line team's effectiveness through knowledge sharing, pattern identification, and documentation of recurring issues.
• Improves operational efficiency by managing case volumes effectively and supporting processes through AI-enabled workflow improvements.
• Builds customer trust through clear, professional communication across every interaction — written and verbal.

Responsibilities

• • Receive and resolve complex customer support cases escalated from the front-line customer support team, owning each case through to full resolution.
  • Investigate and resolve tax notices received by customers, treating these as high-priority cases requiring prompt, accurate action and coordination with jurisdictions and internal teams.
  • Respond to jurisdiction inquiries requesting taxpayer or filing information, ensuring accurate and timely responses in accordance with compliance requirements.
  • Support back-filing and amendment cases, including researching filing history, preparing required documentation, and coordinating with Professional Services for initial inquiries.
  • Address customer questions related to revenue reporting, billing, refunds, and adjustments, providing clear and accurate guidance.
  • Process license number requests and provide license copies when available in the customer file.
  • Handle return copy requests, routing cases involving more than one period or one property.
  • Process straightforward bank account change requests submitted before the reporting period; elevate more complex bank account or payment routing changes to the Treasury team per established guidelines.
  • Route NACHA questions for new properties or customers to the Onboarding team.
  • Address cancellation inquiries clearly and professionally, guiding customers through the process or escalating as appropriate.
  • Respond to Proof of Payment requests — including check and confirmation copies — from customers and jurisdictions.
  • Escalate customer complaints received via Social Media or Better Business Bureau (through Customer Excellence) to management promptly, providing full case details to support timely resolution.
  • Provide phone support to customers requiring direct, real-time assistance on complex or sensitive issues.
  • Set clear expectations with customers on timelines, next steps, and outcomes throughout the resolution process.
  • Communicate proactively and professionally — in writing and verbally — with customers, internal teams, and taxing jurisdictions.
  • Manage an active case queue, prioritizing effectively to meet SLAs, deadlines, and customer commitments.
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