Sr. Tax & Compliance Analyst
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include only sections that have real specific content. The posting includes: "What You'll Do" (description), "How This Role Elevates Avalara" (list of bullet points), "Responsibilities" (list), "AI Expectations" (list), "What You’ll Need To Be Successful" (list of success signals), "Qualifications" (list), "Bar Raiser Expectations" (list), "Avalara is an AI-first Company" (prose), "How We’ll Take Care Of You" (Total Rewards, Health & Wellness Benefits, Inclusive culture...), "What You Need To Know About Avalara" (prose), "We’re An Equal Opportunity Employer" (boilerplate to remove). Also "What You'll Do" maybe considered About the role. We need to map sections.
We must not repeat job title as heading. No Job ID.
We need to use for section headings. Use - for any list of duties/requirements/benefits, and
for prose.
We must preserve all substantive info, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. So remove the EEO paragraph at end. Also remove "How We’ll Take Care Of You" maybe includes Benefits etc. We need to include Benefits if present: they mention "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." That's substantive benefits info. Also "Inclusive culture and diversity" maybe part of culture but not benefits. We could include a Benefits section with that info. Also "Pay" not specified; no salary info, so we should NOT create Pay section. "Schedule" not specified, so omit.
We need sections: About the role (What You'll Do + How This Role Elevates Avalara maybe combined?), Responsibilities, AI Expectations (maybe Skills?), Qualifications, Bar Raiser Expectations (maybe Requirements?), Benefits (Total Rewards, Health & Wellness), maybe "About Avalara" (What You Need To Know About Avalara) as a section? Could be "About the company". But we only have headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can map content to these.
- About the role: combine "What You'll Do" and "How This Role Elevates Avalara" (the bullet points). That seems appropriate.
- Responsibilities: the "Responsibilities What Your Responsibilities Will Be" list.
- Requirements: maybe the "What You’ll Need To Be Successful" (12-Month Success Signals) and "Bar Raiser Expectations"? Actually Bar Raiser Expectations could be Requirements or Skills. But we have separate sections for Requirements, Qualifications, Skills. We need to decide.
Qualifications: the bullet list under "Qualifications".
Skills: maybe the AI Expectations and Bar Raiser Expectations? Or we could treat AI Expectations as Skills. But we need to avoid thin sections. Let's see content:
AI Expectations: a list of expectations about using AI. That's like Skills/Requirements.
Bar Raiser Expectations: list about raising standards, etc. Could be Requirements.
We have "What You’ll Need To Be Successful" (12-Month Success Signals) which are like performance expectations; could be Requirements.
We need to avoid duplication and thin sections. Perhaps we can combine all expectation-like lists into a "Requirements" section. But we also have Qualifications separate.
We have to follow instruction: "Prefer a few substantive sections over many thin ones." So maybe we have sections: About the role, Responsibilities, Requirements, Qualifications, Benefits. That's five sections. We can put all expectation lists under Requirements. Qualifications separate. Benefits separate.
Thus:
- About the role: combine What You'll Do paragraph and How This Role Elevates Avalara bullet list.
- Responsibilities: the big list.
- Requirements: combine What You’ll Need To Be Successful (12-Month Success Signals), AI Expectations, Bar Raiser Expectations. Possibly also include any other requirement-like statements (like "Comfortable with occasional phone-based customer interactions" etc? That's under Qualifications actually). But we can keep those in Qualifications.
- Qualifications: the bullet list under "Qualifications".
- Benefits: the Total Rewards and Health & Wellness Benefits paragraph.
We must not include Pay or Schedule.
We need to ensure we don't include filler like "commensurate with experience". Not present.
We need to remove duplicated lines: check for duplicates. The posting includes some repeated phrases? Not many.
We need to output only HTML fragment, no markdown fences.
Let's extract content precisely.
First, About the role:
Paragraph: "What You'll Do The Senior Customer Support Analyst –serves as the second tier of customer support on the MyLodgeTax team, handling complex tax compliance inquiries escalated from our front-line support team. This role is the subject matter resource customers and internal teams turn to when issues require deeper investigation, specialized knowledge, or direct resolution. From back-filing cases to tax notice resolution, this analyst ensures customers receive accurate, timely, and clear guidance to meet their multi-jurisdictional compliance obligations. Strong written and verbal communication, sharp organizational skills, and a commitment to deadlines are the foundation of success in this role. This role directly contributes to improving customer experience, minimizing compliance risk, and delivering consistent, high-quality service — all while supporting Avalara's AI-first operational strategy."
Then bullet list under "How This Role Elevates Avalara": each bullet starts with a bold phrase? Actually the text: "How This Role Elevates Avalara Protects customer satisfaction by resolving complex, escalated issues that front-line support cannot independently address.Reduces compliance risk for customers by driving accurate, timely resolution of tax notices and back-filing cases.Strengthens the front-line team's effectiveness through knowledge sharing, pattern identification, and documentation of recurring issues.Improves operational efficiency by managing case volumes effectively and supporting processes through AI-enabled workflow improvements.Builds customer trust through clear, professional communication across every interaction — written and verbal."
We need to turn into
- items. The sentences are concatenated without spaces after periods? Actually they are separated by periods but no space. We'll split by period followed by capital letter? We'll just make each sentence as a li.
Sentences:
1. Protects customer satisfaction by resolving complex, escalated issues that front-line support cannot independently address.
2. Reduces compliance risk for customers by driving accurate, timely resolution of tax notices and back-filing cases.
3. Strengthens the front-line team's effectiveness through knowledge sharing, pattern identification, and documentation of recurring issues.
4. Improves operational efficiency by managing case volumes effectively and supporting processes through AI-enabled workflow improvements.
5. Builds customer trust through clear, professional communication across every interaction — written and verbal.
Now Responsibilities: The heading "Responsibilities What Your Responsibilities Will Be". Then a long list of responsibilities each starting with a verb. We need to split into items.
Let's copy the responsibilities text:
"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."
We need to split by periods. Some items have semicolons inside; we keep as part of sentence.
Let's split:
1. Receive and resolve complex customer support cases escalated from the front-line customer support team, owning each case through to full resolution.
2. 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.
3. Respond to jurisdiction inquiries requesting taxpayer or filing information, ensuring accurate and timely responses in accordance with compliance requirements.
4. Support back-filing and amendment cases, including researching filing history, preparing required documentation, and coordinating with Professional Services for initial inquiries.
5. Address customer questions related to revenue reporting, billing, refunds, and adjustments, providing clear and accurate guidance.
6. Process license number requests and provide license copies when available in the customer file.
7. Handle return copy requests, routing cases involving more than one period or one property.
8. 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.
9. Route NACHA questions for new properties or customers to the Onboarding team.
10. Address cancellation inquiries clearly and professionally, guiding customers through the process or escalating as appropriate.
11. Respond to Proof of Payment requests — including check and confirmation copies — from customers and jurisdictions.
12. 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.
13. Provide phone support to customers requiring direct, real-time assistance on complex or sensitive issues.
14. Set clear expectations with customers on timelines, next steps, and outcomes throughout the resolution process.
15. Communicate proactively and professionally — in writing and verbally — with customers, internal teams, and taxing jurisdictions.
16. Manage an active case queue, prioritizing effectively to meet SLAs, deadlines, and customer commitments.
17. Identify recurring escalation patterns and contribute to process improvements that reduce front-line escalation volume over time
18. Collaborate cross-functionally to remove blockers and drive faster, more complete resolutions.
Note item 17 missing period after "over time". We'll add period.
Now Requirements section: combine:
- What You’ll Need To Be Successful (12-Month Success Signals) list:
"Independently handles escalated support cases with confidence, delivering timely and accurate resolutions with minimal rework.Consistently meets SLA targets and customer-facing deadlines, including tax notice response windows and back-filing timelines.Demonstrates strong knowledge of MyLodgeTax processes, tax notice resolution, and back-filing requirements.Receives positive customer feedback, reflecting clear communication, ownership, and follow-through.Contributes to a measurable reduction in repeat escalations by documenting root causes and supporting front-line training.Implements at least one process or AI-driven improvement that enhances case efficiency or resolution quality.Maintains accurate, organized case records that support audit readiness and team knowledge sharing
- for any list of duties/requirements/benefits, and
for prose. We must preserve all substantive info, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. So remove the EEO paragraph at end. Also remove "How We’ll Take Care Of You" maybe includes Benefits etc. We need to include Benefits if present: they mention "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." That's substantive benefits info. Also "Inclusive culture and diversity" maybe part of culture but not benefits. We could include a Benefits section with that info. Also "Pay" not specified; no salary info, so we should NOT create Pay section. "Schedule" not specified, so omit. We need sections: About the role (What You'll Do + How This Role Elevates Avalara maybe combined?), Responsibilities, AI Expectations (maybe Skills?), Qualifications, Bar Raiser Expectations (maybe Requirements?), Benefits (Total Rewards, Health & Wellness), maybe "About Avalara" (What You Need To Know About Avalara) as a section? Could be "About the company". But we only have headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can map content to these. - About the role: combine "What You'll Do" and "How This Role Elevates Avalara" (the bullet points). That seems appropriate. - Responsibilities: the "Responsibilities What Your Responsibilities Will Be" list. - Requirements: maybe the "What You’ll Need To Be Successful" (12-Month Success Signals) and "Bar Raiser Expectations"? Actually Bar Raiser Expectations could be Requirements or Skills. But we have separate sections for Requirements, Qualifications, Skills. We need to decide. Qualifications: the bullet list under "Qualifications". Skills: maybe the AI Expectations and Bar Raiser Expectations? Or we could treat AI Expectations as Skills. But we need to avoid thin sections. Let's see content: AI Expectations: a list of expectations about using AI. That's like Skills/Requirements. Bar Raiser Expectations: list about raising standards, etc. Could be Requirements. We have "What You’ll Need To Be Successful" (12-Month Success Signals) which are like performance expectations; could be Requirements. We need to avoid duplication and thin sections. Perhaps we can combine all expectation-like lists into a "Requirements" section. But we also have Qualifications separate. We have to follow instruction: "Prefer a few substantive sections over many thin ones." So maybe we have sections: About the role, Responsibilities, Requirements, Qualifications, Benefits. That's five sections. We can put all expectation lists under Requirements. Qualifications separate. Benefits separate. Thus: - About the role: combine What You'll Do paragraph and How This Role Elevates Avalara bullet list. - Responsibilities: the big list. - Requirements: combine What You’ll Need To Be Successful (12-Month Success Signals), AI Expectations, Bar Raiser Expectations. Possibly also include any other requirement-like statements (like "Comfortable with occasional phone-based customer interactions" etc? That's under Qualifications actually). But we can keep those in Qualifications. - Qualifications: the bullet list under "Qualifications". - Benefits: the Total Rewards and Health & Wellness Benefits paragraph. We must not include Pay or Schedule. We need to ensure we don't include filler like "commensurate with experience". Not present. We need to remove duplicated lines: check for duplicates. The posting includes some repeated phrases? Not many. We need to output only HTML fragment, no markdown fences. Let's extract content precisely. First, About the role: Paragraph: "What You'll Do The Senior Customer Support Analyst –serves as the second tier of customer support on the MyLodgeTax team, handling complex tax compliance inquiries escalated from our front-line support team. This role is the subject matter resource customers and internal teams turn to when issues require deeper investigation, specialized knowledge, or direct resolution. From back-filing cases to tax notice resolution, this analyst ensures customers receive accurate, timely, and clear guidance to meet their multi-jurisdictional compliance obligations. Strong written and verbal communication, sharp organizational skills, and a commitment to deadlines are the foundation of success in this role. This role directly contributes to improving customer experience, minimizing compliance risk, and delivering consistent, high-quality service — all while supporting Avalara's AI-first operational strategy." Then bullet list under "How This Role Elevates Avalara": each bullet starts with a bold phrase? Actually the text: "How This Role Elevates Avalara Protects customer satisfaction by resolving complex, escalated issues that front-line support cannot independently address.Reduces compliance risk for customers by driving accurate, timely resolution of tax notices and back-filing cases.Strengthens the front-line team's effectiveness through knowledge sharing, pattern identification, and documentation of recurring issues.Improves operational efficiency by managing case volumes effectively and supporting processes through AI-enabled workflow improvements.Builds customer trust through clear, professional communication across every interaction — written and verbal." We need to turn into
- items. The sentences are concatenated without spaces after periods? Actually they are separated by periods but no space. We'll split by period followed by capital letter? We'll just make each sentence as a li. Sentences: 1. Protects customer satisfaction by resolving complex, escalated issues that front-line support cannot independently address. 2. Reduces compliance risk for customers by driving accurate, timely resolution of tax notices and back-filing cases. 3. Strengthens the front-line team's effectiveness through knowledge sharing, pattern identification, and documentation of recurring issues. 4. Improves operational efficiency by managing case volumes effectively and supporting processes through AI-enabled workflow improvements. 5. Builds customer trust through clear, professional communication across every interaction — written and verbal. Now Responsibilities: The heading "Responsibilities What Your Responsibilities Will Be". Then a long list of responsibilities each starting with a verb. We need to split into items. Let's copy the responsibilities text: "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." We need to split by periods. Some items have semicolons inside; we keep as part of sentence. Let's split: 1. Receive and resolve complex customer support cases escalated from the front-line customer support team, owning each case through to full resolution. 2. 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. 3. Respond to jurisdiction inquiries requesting taxpayer or filing information, ensuring accurate and timely responses in accordance with compliance requirements. 4. Support back-filing and amendment cases, including researching filing history, preparing required documentation, and coordinating with Professional Services for initial inquiries. 5. Address customer questions related to revenue reporting, billing, refunds, and adjustments, providing clear and accurate guidance. 6. Process license number requests and provide license copies when available in the customer file. 7. Handle return copy requests, routing cases involving more than one period or one property. 8. 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. 9. Route NACHA questions for new properties or customers to the Onboarding team. 10. Address cancellation inquiries clearly and professionally, guiding customers through the process or escalating as appropriate. 11. Respond to Proof of Payment requests — including check and confirmation copies — from customers and jurisdictions. 12. 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. 13. Provide phone support to customers requiring direct, real-time assistance on complex or sensitive issues. 14. Set clear expectations with customers on timelines, next steps, and outcomes throughout the resolution process. 15. Communicate proactively and professionally — in writing and verbally — with customers, internal teams, and taxing jurisdictions. 16. Manage an active case queue, prioritizing effectively to meet SLAs, deadlines, and customer commitments. 17. Identify recurring escalation patterns and contribute to process improvements that reduce front-line escalation volume over time 18. Collaborate cross-functionally to remove blockers and drive faster, more complete resolutions. Note item 17 missing period after "over time". We'll add period. Now Requirements section: combine: - What You’ll Need To Be Successful (12-Month Success Signals) list: "Independently handles escalated support cases with confidence, delivering timely and accurate resolutions with minimal rework.Consistently meets SLA targets and customer-facing deadlines, including tax notice response windows and back-filing timelines.Demonstrates strong knowledge of MyLodgeTax processes, tax notice resolution, and back-filing requirements.Receives positive customer feedback, reflecting clear communication, ownership, and follow-through.Contributes to a measurable reduction in repeat escalations by documenting root causes and supporting front-line training.Implements at least one process or AI-driven improvement that enhances case efficiency or resolution quality.Maintains accurate, organized case records that support audit readiness and team knowledge sharing