Sr. Director, Global Support Operations Remote Customer Service and Support - Global

What You'll Do

Avalara is on a mission to revolutionize global support—andwe’relooking for a transformational leader to take us there.

Avalara is seeking a dynamic and visionary Senior Director, Global Support Operations (GSO) to lead, transform, and scale our worldwide customer support capabilities.

This senior leadership role is critical to shaping the strategic direction of Avalara’s support organization accelerating innovation through data-driven decisions, digital-first experiences, and the thoughtful integration of AI. The ideal candidate is customer-obsessed, insights-led, and energized by transforming support into a competitive advantage.

You will lead a team of support professionals and operations specialists, with accountability for delivering a seamless, proactive, and intelligent customer support experience. This role demands a seasoned leader with deep expertise in global support models, Technical Account Management, operational rigor, customer empathy, and emerging AI technologies such as chatbots, summarization, agent assist, and agentic AI platforms.

• You’ll Build the Future:
  Lead the transformation from reactive, manual support to proactive, AI-enabled customer success.

• You’ll Drive Strategy:
  Act as the right hand to the Head of Global Support, influencing executive decisions and leading global programs.

• You’ll Champion Innovation:
  Spearhead automation, agentassist, and self-service initiatives that reshape how customers interact with Avalara.

• You’llBe the Voice of the Customer:
  Connect insights from the support floor to product, engineering, and revenue decisions at the highest levels.

Strategic Vision & Execution

• Define and execute a multi-year vision for global customer support operations that aligns with Avalara’s strategic goals and customer success metrics.
• Champion a transformation agenda that leverages automation, AI, and data to improve resolution times, self-service adoption, and overall customer satisfaction.
• Foster a culture of innovation by embedding digital thinking, agility, and rapid experimentation into support operations.
• Translate strategy into action through clear, data-informed roadmaps and KPIs that drive both efficiency and exceptional customer experience.

AI & Automation Leadership

• Lead the evaluation, deployment, and continuous improvement of advanced support technologies including chatbots, agent-assist tools, conversational AI, summarization, and intelligent triaging solutions.
• Champion the integration of AI/ML into support and CX processes (e.g., chatbots, intelligent routing, agent-assist tools)
• Partner with the internal Digital experience, AI, product, and engineering teams to integrate scalable and secure AI solutions across the support ecosystem.
• Act as an internal thought leader and advocate for AI-first, digital-first approaches, partnering with stakeholders to identify scalable solutions that reduce friction and increase self-service effectiveness

Operational Excellence

• Oversee the day-to-day operations of global support, ensuring delivery against SLAs, CSAT, and other targets across regions and tiers.
• Build and drive a robust governance model for global processes, knowledge management, incident management, and quality assurance.
• Build a high-performance support operation that is efficient, scalable, and powered by data and automation
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• Apply continuous improvement methodologies to reduce complexity, eliminate waste, and drive consistent, high-quality customer experiences.

Data-Driven Insights

• Establish and report on comprehensive performance dashboards, KPIs, and customer health metrics to executive leadership.
• Use predictive analytics and VOC data to identify trends, inform business decisions,…