Hybrid Tax Operations Manager, Product and Technical Support

at Anrok

• Job title: Tax Operations Manager, Product and Technical Support
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Francisco, United States

About the role

• Manage and grow a Technical Customer Support team at Anrok. Focus on customer-first processes and collaboration with Product and Engineering teams.

Responsibilities

• 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

Requirements

• 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
• Nice-to-have: you have experience building on Zendesk

Benefits

• The equity upside of an early-stage startup with the product-market fit of a later-stage company.
• Daily lunch and snacks for those working out of our office hubs.
• Medical, dental, and vision insurance covered 100%.
• One Medical membership covered, flexible sick benefits, and more.
• Annual learning and development stipend for books, online courses, and conferences, as well as a curious team to share your learnings with.
• Home internet reimbursement stipend.
• Wellness reimbursement program.
• Annual team off-sites and in-person opportunities around our growing Anrok hubs.
• Home office setup stipend to ensure you have the equipment you need to thrive at work.