Tax Operations Manager, Product and Technical Support

Anrok is the leading tax automation platform enabling businesses to expand globally without compliance complexity. As the digital economy has grown 6x over the last decade, software businesses have gone from not worrying about sales tax to needing to monitor exposure, calculate rates, and file returns across 20+ US states and many countries worldwide. This creates a critical bottleneck for companies that should be able to transact with customers everywhere. Anrok eliminates this complexity by connecting with billing and payment systems to automate tax monitoring, calculations, and filing end-to-end. Our unified platform handles the ever-changing maze of tax laws at municipal, state, and federal levels—so companies can focus on growth, not compliance. Our customers include: - 40% of Forbes Top 50 AI companies - 20% of Forbes Top 100 Cloud companies - Top companies like Notion, Anthropic, and Cursor We're making compliant digital commerce a reality for companies big and small, backed by over $100M from leading investors including Spark Capital, Sequoia, Index, and Khosla Ventures. IN THIS ROLE, YOU WILL - 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 WHAT EXCITES US - 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 - You’re curious and motivated to learn new tools — you've experimented with AI in your work or on your own, you're excited about what's possible, and you've built something with it (an application, a workflow, a creative solution to a real problem) that you can walk us through. - Nice-to-have: you have experience building on Zendesk WHAT WE OFFER - 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. At Anrok, we embrace a dynamic and flexible hybrid work environment based out of our growing office hubs - San Francisco, New York City, and Salt Lake City where we collaborate in-person 3 days per week. Please be aware, job-seekers may be at risk of targeting by malicious actors looking for personal data. Anrok recruiters will only reach out via LinkedIn or email with an anrok.com http://anrok.com domain. Any outreach claiming to be from Anrok via other sources should be ignored.