What You ll Do You ll be the nerve center for managing incoming customer support cases across our global queue Your job is to make sure every case lands where it should on time and with zero guesswork You ll spot bottlenecks before they become problems keep SLAs intact and help teams stay thoughtful by flagging what needs attention You will have to work from Pune location and need to work in US business hours You will report to Manager Product Support What Your Responsibilities Will Be Triage Routing Stay on top of all incoming support cases Make sure they re routed based on case type customer entitlement and urgency Reassign misrouted or unclaimed cases to prevent SLA breaches SLA Watchdog Track aging cases and flag anything nearing breach or escalation Notify the right team leads with enough time to course-correct Case Hygiene Oversight Keep an eye on backlog health Monitor for patterns of case stagnation and report recurring issues that might need escalation or process changes Queue Health Load Balancing Review staffing coverage and ticket volumes across time zones Monitor for overloads handover breakdowns and under-resourced shifts especially during regional holidays or spikes in volume Data-Driven Process Optimization Identify trends in routing failures or delays Work with Support Ops and Team Leads to refine workflows and eliminate friction Feed into reports that help drive queue performance and customer experience What You ll Need To Be Successful Solid attention to detail with a systems mindset Prior experience in a support operations or service delivery environment Comfort working across multiple tools CRM ticketing systems dashboards Familiarity with SLAs and customer entitlement models Excellent communicator with a bias for proactive problem-solving Willingness to work in a global support model e g handovers time zone coordination How We ll Take Care Of You Total Rewards In addition to a great compensation package paid time off and paid parental leave many Avalara employees are eligible for bonuses Health Wellness Perks vary by location but generally include private medical life and disability insurance Inclusive culture and diversity Avalara strongly supports diversity equity and inclusion and is committed to integrating them into our business practices and our organizational culture We also have a total of 8 employee-run resource groups each with senior leadership and exec sponsorship What You Need To Know About Avalara We re defining the relationship between tax and tech We ve already built an industry-leading cloud compliance platform processing over 54 billion customer API calls and over 6 6 million tax returns a year Our growth is real - we re a billion dollar business - and we re not slowing down until we ve achieved our mission - to be part of every transaction in the world We re bright innovative and disruptive like the orange we love to wear It captures our quirky spirit and optimistic mindset It shows off the culture we ve designed that empowers our people to win We ve been different from day one Join us and your career will be too We re An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company we don t want people to fit into our culture but to enrich it All qualified candidates will receive consideration for employment without regard to race color creed religion age gender national orientation disability sexual orientation US Veteran status or any other factor protected by law If you require any reasonable adjustments during the recruitment process please let us know

📌 Queue Analyst (Pune)
🏢 Avalara
📍 Pune