Note: The job is a remote job and is open to candidates in USA. Avalara is a tax technology company providing cloud compliance solutions. The Senior Tax & Compliance Analyst handles complex, escalated MyLodgeTax customer support cases, including tax notices, back-filing, jurisdiction inquiries, and compliance issues. The role also improves case resolution, customer communication, operational efficiency, and AI-enabled workflows.
Responsibilities
- Receive and resolve complex customer support cases escalated from the front-line customer support team, owning each case through to full resolution
- Investigate and resolve tax notices received by customers, treating these as high-priority cases requiring prompt, accurate action and coordination with jurisdictions and internal teams
- Respond to jurisdiction inquiries requesting taxpayer or filing information, ensuring accurate and timely responses in accordance with compliance requirements
- Support back-filing and amendment cases, including researching filing history, preparing required documentation, and coordinating with Professional Services for initial inquiries
- Address customer questions related to revenue reporting, billing, refunds, and adjustments, providing clear and accurate guidance
- Process license number requests and provide license copies when available in the customer file
- Handle return copy requests, routing cases involving more than one period or one property
- Process straightforward bank account change requests submitted before the reporting period; escalate more complex bank account or payment routing changes to the Treasury team per established guidelines
- Route NACHA questions for new properties or customers to the Onboarding team
- Address cancellation inquiries clearly and professionally, guiding customers through the process or escalating as appropriate
- Respond to Proof of Payment requests — including check and confirmation copies — from customers and jurisdictions
- Escalate customer complaints received via Social Media or Better Business Bureau (through Customer Excellence) to management promptly, providing full case details to support timely resolution
- Provide phone support to customers requiring direct, real-time assistance on complex or sensitive issues
- Set clear expectations with customers on timelines, next steps, and outcomes throughout the resolution process
- Communicate proactively and professionally — in writing and verbally — with customers, internal teams, and taxing jurisdictions
- Manage an active case queue, prioritizing effectively to meet SLAs, deadlines, and customer commitments
- Identify recurring escalation patterns and contribute to process improvements that reduce front-line escalation volume over time
- Collaborate cross-functionally to remove blockers and drive faster, more complete resolutions
- Use AI as a critical-thinking partner across multiple systems and jurisdictions, combining AI output with domain expertise and validation
- Leverage AI tools to accelerate case research, tax notice investigation, and back-filing analysis
- Use AI to summarize customer inquiries, case history, and next actions for quicker decision-making
- Draft clear, accurate, and professional customer and internal communications using AI — with proper validation before sending
- Utilize AI to identify patterns in escalated cases and recurring issues to reduce repeat inquiries
- Drive efficiency by applying AI to reduce case aging, improve SLA adherence, and streamline workflows
- Implement at least one AI-enabled improvement in case handling, communication, or tracking processes within the first 12 months
- Apply AI responsibly in alignment with Avalara security standards and share best practices to elevate team performance
- Raise standards for case ownership, resolution quality, and customer communication
- Improve team capability through knowledge sharing, documentation, and peer support with front-line analysts
- Reduce repeat escalations by identifying root causes and improving processes
- Increase efficiency by simplifying workflows and eliminating unnecessary rework
- Improve customer outcomes through clearer communication and faster resolution
- Leave processes, documentation, and team performance stronger than they were found
- Use data and AI to improve execution quality
Skills
- * Bachelor's degree in Accounting, Finance, or Business
- * 2+ years of experience in a customer-facing role handling complex inquiries, tax/compliance operations, or case management
- * Excellent written and verbal communication skills — able to explain complex compliance topics clearly and professionally
- * Highly organized with strong attention to detail and the ability to manage multiple deadlines simultaneously
- * Solid math and analytical skills, with the ability to review tax calculations, reconcile filings, and identify discrepancies
- * Comfortable with occasional phone-based customer interactions requiring clear, empathetic communication under pressure
- * Proficiency in Microsoft Excel and ability to navigate multiple systems and tools effectively
- * Self-starter who takes ownership of their work and thrives in a deadline-driven, fast-paced environment
- * You'll bring experience using AI and AI-related technologies, ready to thrive here
- * Experience resolving escalated customer issues, tax notices, or back-filing scenarios preferred
Benefits
- Paid time off
- Paid parental leave
- Bonuses for eligible Avalara employees
- Private medical insurance, varying by location
- Life insurance, varying by location
- Disability insurance, varying by location
- Participation in employee-run resource groups with senior leadership and executive sponsorship
- Remote work arrangement
Company Overview