Sr Tax Analyst - Case Management (US Shift)

About the Role

In this position, you will support customers using Avalara’s Managed Returns service by giving prompt, accurate guidance on tax compliance matters. You will handle customer queries end to end, work with internal partners to solve issues, lower compliance risk, and help deliver a strong customer experience. This role sits within the Case Management team and reports to the Manager - Tax & Compliance.

Work Schedule and Location

This is a US shift role with working hours from 6:00 pm to 3:00 am. The position is based in Pune and is described as Work From Office (Hybrid).

Responsibilities

• Take ownership of customer cases from the first contact through final closure, ensuring responses are timely, correct, and complete.
• Guide customers on the setup, upkeep, and day-to-day use of Avalara’s Managed Returns service.
• Prioritize cases to meet service-level commitments, keep aging cases under control, and reduce escalations.
• Interact with customers, internal teams, and tax jurisdictions, including running customer calls when required.
• Work closely with partner teams to remove roadblocks and speed up case resolution.
• Use AI tools to support research, summarize case details, draft messages, and improve efficiency, while checking every output for accuracy.
• Help improve processes, documentation, and knowledge sharing to boost team effectiveness and service quality.

Requirements

• A bachelor’s degree in Accounting, Finance, Business, or a similar discipline.
• At least 2 years of experience in case management, tax or compliance operations, or a customer-facing role dealing with complex queries.
• Experience handling large case volumes while consistently meeting deadlines and service levels.
• Strong Microsoft Excel ability, including VLOOKUP and Pivot Tables, plus comfort working across multiple systems.
• A collaborative mindset with a focus on continuous improvement and responsible use of AI to raise quality, efficiency, and team performance.

Additional Information

The role is for an experienced tax and compliance professional supporting managed returns operations. It requires a proactive, customer-oriented approach and close coordination across teams to resolve complex issues efficiently.