Tax Analyst

Avalara • UNAVAILABLE, UNAVAILABLE

4d • Remote

About The Position

The Wrangler – IC3 – is an integral part of the Wrangler team which is an interdepartmental collaboration between the compliance department and other teams within the TCO organization. This team benefits participating departments by providing increased understanding of compliance, tax types, and support processes, decreasing the time to resolution for our customers, and minimizing the impact of cyclical peaks and valleys or project related work. This enables greater progress on broader initiatives and improves the customer experience.
Acting as a bridge between customers and internal teams, the role drives resolution of inquiries, reduces escalations, and enables customers to effectively utilize Avalara’s platform, including self-service where appropriate. Strong ownership, empathy, and clear communication are critical to maintaining customer satisfaction and trust.
This role directly contributes to improving customer experience, minimizing compliance risk, and ensuring consistent, high-quality service delivery in a time-sensitive and complex compliance environment, while supporting Avalara’s AI-first operational strategy.
How This Role Elevates Avalara
Reduces compliance risk exposure by providing cross-functionally capabilities across tax types
Increases operational scale through AI-enabled workflow improvements
Raises team capability through documentation, process improvement, and AI best practice sharing
Enhances customer satisfaction by delivering clear, timely, and empathetic communication across multiple teams.
Drives effective case resolution by owning inquiries end-to-end and ensuring accurate guidance on setup, maintenance, and service usage.
Reduces escalations and improves experience through proactive expectation setting and strong stakeholder communication.
Strengthens service quality by applying structured troubleshooting, knowledge sharing, and continuous process improvement.
Improves operational efficiency by managing case volumes effectively and supporting processes through AI-enabled workflow improvements.

Requirements

• Independently manage assigned cases with minimal supervision, ensuring timely and effective resolution.
• Consistently meet SLA targets for response and resolution, maintaining healthy case aging metrics.
• Maintain high quality and accuracy in case handling, reducing rework, escalations, and repeat inquiries.
• Level up by prepping and filing SUT returns with more complexity, up to T3 in 12 months
• Improve customer satisfaction through clear communication, ownership, and proactive expectation setting
• Achieve consistent 100% on-time filing performance.
• Implement at least one process or AI-driven improvement to enhance case efficiency or resolution quality.
• Contribute to team effectiveness through knowledge sharing, documentation, and support in training junior team members
• Demonstrate the ability to Independently troubleshoot, conduct research, and collaborate with cross-functional teams to resolve complex issues
• Clearly and effectively communicating solutions over Zoom to ensure full customer understanding
• Develop a foundational understanding of at least one additional tax type beyond sales and use tax
• Bachelor of Science in Accounting, Finance, or related field
• Experienced professional which must include 1–3 years of experience in indirect tax (Sales & Use, Communications, Lodging, or similar).
• Experience must also include 2+ years in case management, tax/compliance operations, or customer-facing roles handling complex queries
• Strong analytical, research, and problem-solving skills
• Excellent written and verbal communication skills
• Ability to work independently yet still function as a team player
• Ability to give and receive both positive and constructive feedback
• Ability to learn and adapt to different software applications and tools
• Must have knowledge of Microsoft Office such as Word and Excel
• Candidate must be detail-oriented and proficient at balancing multiple priorities/issues. They must be able to communicate clearly and professionally in written, verbal, and electronic formats. Candidates must also understand basic math and accounting concepts.
• Raise standards for case ownership, resolution quality, and customer communication
• Improve team capability through knowledge sharing, documentation, and peer support
• Reduce repeat issues 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 found them
• Use data and AI to improve execution quality.
• Elevate peer performance through knowledge sharing.
• 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.

Responsibilities

• Ensure accurate, on-time preparation, review, and filing of multi-jurisdictional tax returns across all tax types for monthly, quarterly, semi-annual, and annual filings
• Review and validate jurisdictional returns set up on behalf of our customers
• Own cases end-to-end, including research, analysis, and coordination, ensuring effective and complete resolution
• Effectively manage case volumes and priorities to meet SLAs, minimize aging, and avoid escalations
• Communicate clearly and proactively with customers, internal teams, and jurisdictions, including leading customer calls where required.
• Collaborate cross-functionally to drive faster resolution, remove blockers, and improve overall customer experience
• Identify recurring issues and support process improvements or automation to enhance efficiency and scalability
• Proactively troubleshoot complex cases and mitigate risks, ensuring minimal rework and improved resolution quality
• Communicate clearly and precisely with customers in written and verbal form
• Work collaboratively with team to train new team members on compliance processes
• Document, organize, and maintain training materials for use across all teams
• Elevate team capability by sharing AI best practices and contributing to broader adoption
• Leverage AI tools to accelerate case research, analysis, and resolution timelines.
• 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
• Use AI to summarize customer issues and actions
• Utilize AI to identify patterns in cases, recurring issues, and potential root causes to improve resolution quality.
• Drive efficiency by applying AI to reduce case aging, improve SLA adherence, and streamline workflows.
• Use N8N or other tool to automate recurring, scheduled workflows
• Share AI best practices across teams to elevate productivity
• Apply AI responsibly in alignment with Avalara security standards and share best practices to elevate team performance.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level