Avalara is on a mission to revolutionize global support—and we’re looking 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.
Why This Role Is a Big Deal
You’ll Build the Future: Lead the transformation from reactive, manual support to proactive, AI-enabled customer success.
You’ll Champion Innovation: Spearhead automation, agent assist, and self-service initiatives that reshape how customers interact with Avalara.
You’ll Be the Voice of the Customer: Connect insights from the support floor to product, engineering, and revenue decisions at the highest levels.
Strategic Vision & Execution
AI & Automation Leadership
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
Data-Driven Insights
Cross-Functional Impact
Leadership & Culture
What You’ll Need to Be Succesfull
Experience
Technical & AI Acumen
Operational & Strategic Capabilities
Education
AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability.
You’ll bring experience using AI and AI-related technologies, ready to thrive here.
You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.
You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.
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
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.
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.
Avalara is the agentic AI platform for global tax and compliance.
For over two decades, we’ve built one of the most expansive libraries of tax content and integrations in the industry. We process more than 54 billion transactions annually and support 200,000+ direct and indirect customers globally.
Our purpose-built agents automate end-to-end compliance with precision: tax calculations, return filings, exemption certificate management, and beyond.
Learn more at Avalara.com.
