Managed Services Team Lead

Professional Services Durham, North Carolina


Required Skills/Experience


  • Bachelor's Degree
  • At least 5 years of qualified experience
  • Ability to learn technology
  • Personal time management/priority setting
  • Critical thinking
  • Ability to work independently and within a team
  • Customer service
  • Basic proficiency in Microsoft Office (Excel, Word, Outlook, & PowerPoint)
  • Preferred Skills/Experience


  • Account management
  • Managerial, teaching, and/or training background & experience
  • Understanding of sales tax exemption certificates
  • Intermediate proficiency in Microsoft Excel & Salesforce
  • Prior SaaS experience
  • Job Responsibilities


  • Serve as Subject Matter Expert of sales & use tax exemption certificates and the CertCapture software platform.
  • Provide direct and indirect support to downstream resources by ensuring effective communication between teams and consistent project velocity.
  • Maintain Customer satisfaction by ensuring Managed Services team members fulfill requests via phone & e-mail in a timely fashion.
  • Support budgetary and customer service objectives via recurring activities and ad hoc projects assigned by management.
  • Lead scoping calls for new & renewal sales as assigned by management.
  • Maintain accuracy and delivery standards while developing overall process of the MS Mailroom.
  • Serve as initial escalation resource for Managed Services team, working to resolve both internal and Customer-facing escalations without direct intervention from management.
  • Train new hires, tenured team members, and other Avalarians on ad hoc topics related to Managed Services.
  • Serve as Managed Services' primary liaison with internal stakeholders (Professional Services, Go-Live, Engineering, etc.) to enhance current processes and drive resolution of any process or product bottlenecks.
  • Job Shift: flexible business hours Monday – Friday; overtime hours during the week and/or weekend may be required.

    Avalara is an Equal Opportunity Employer. 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.