Anrok

Tax Operations Manager, Product and Technical Support

Anrok

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Technical Customer Support managementdata analysiscustomer support processesfeature developmentproblem-solving
Soft Skills
customer-focusedanalyticalproactiveengagementcross-functional leadership