Job Description

:What You\'ll DoAs a Program Specialist, you will support Customer Excellence (CX) team operations by reviewing cases against case management standards, reporting on case health and metrics, building Salesforce reports to support the operational needs of the team, and sharing insights and proactive recommendations with CX leaders.

• Review cases against case management standards.
• Provide reporting on case health and metrics.
• Build Salesforce reports to support the operational needs of the team.
• Share insights and proactive recommendations with CX leaders.
• Support special projects like calling customers to inform them of required actions to maintain their tax compliance.

What You\'ll Need to be Successful

• You have experience working in a case-based environment such as a support or quality team, and you understand case management best practices.
• You have experience auditing cases and communicating coaching and improvement opportunities to frontline leaders.
• You have created and delivered reports on operational metrics.
• You understand Customer Relationship Management (CRM) architecture (accounts, contacts, cases, etc.) and can create, edit, and export reports from CRM tools such as Salesforce or Zen Desk.
• You can transform data using tools like pivot tables and v-lookups, and you can consolidate information into actionable insights.
• You have identified operational improvement opportunities and shared recommendations with leaders.
• Comfortable to work in Night shifts.

How We\'ll Take Care of YouTotal RewardsIn addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.Health & Wellness
Benefits 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.Flexible hybrid working
We support hybrid work and flexible schedules for our employees.Learn more about our benefits by region here:
About AvalaraWere Avalara. Were defining the relationship between tax and tech.Weve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year.Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - theres nearly 5,000 of us now. Our growth is real, and were not slowing down - not until weve achieved our mission - to be part of every transaction in the world.Were bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture weve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.Weve been different from day one. Join us, and your career will be too.EEO StatementWere an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company we dont 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.

Avalara