Manager, Technical Support

About Bazaarvoice

Bazaarvoice designs intelligent shopping experiences by connecting a vast global network of brands and retailers with billions of consumers. Their technology facilitates gathering extensive user-generated content, which reaches customers worldwide through an expanding retail, social, and search network. They provide brands and retailers with insightful business analytics using intuitive dashboards, resulting in loyal customers, higher sales, and better products.

The company aims to address the challenge brands face in truly connecting with consumers, where ineffective content fails to attract and retain customers. Bazaarvoice is committed to bridging the gap between brands and consumers. Since its founding in 2005 and headquartered in Austin, Texas, Bazaarvoice operates with offices globally and has been recognized as a Great Place to Work in multiple countries.

Role Overview

The Manager of Technical Support is a pivotal leadership role within the Global Support team, reporting to the Director of North American Support. This role involves leading a skilled team of Tier 1 and Tier 2 technical analysts who engage directly with enterprise clients to resolve complex issues and provide exceptional support. The focus is on mentoring and developing a customer-first team culture, operational excellence, and managing smaller projects within larger global initiatives. The position supports remote work across the US or from the Austin office.

Key Responsibilities

• Coach and mentor technical analysts to become highly skilled and empathetic customer advocates.
• Create an environment emphasizing autonomy, accountability, and ownership of problem-solving.
• Conduct regular one-on-one meetings and quarterly performance reviews to support career growth and skill development.
• Lead recruitment, onboarding, and ongoing feedback for support team members.
• Manage operational projects and workstreams contributing to global cross-functional initiatives.
• Drive process improvements to optimize support delivery and workflow efficiency.
• Oversee escalation management to ensure premium support and customer satisfaction.
• Lead critical incident responses, keeping senior stakeholders informed while minimizing customer impact.
• Balance resources and workloads across support queues to meet strict service level agreements.
• Champion Knowledge-Centered Service (KCS) practices to continuously capture and maintain support knowledge.
• Promote the adoption of AI and automation tools to streamline processes and improve customer and analyst experiences.
• Utilize support metrics and KPIs to conduct root cause analyses and identify performance bottlenecks.
• Adjust workflows and team behaviors based on data trends such as customer satisfaction and case lifecycle insights.
• Foster collaborative relationships across internal teams including Client Success, Technical Account Management, Product, and Implementation Services.
• Serve as a trusted liaison between front-line support and cross-functional teams to advocate for improvements in customer experience.

Required Qualifications

• Proven experience leading and developing technical support teams focused on exceptional customer advocacy.
• Ability to manage project workstreams and collaborate on large-scale global projects.
• Familiarity or direct experience with Knowledge-Centered Service (KCS) methodologies.
• Enthusiasm for leveraging AI, automation, and modern technologies to enhance support processes.
• Strong analytical skills using data and operational KPIs to identify and resolve performance issues.
• Experience supporting enterprise-level clients with a focus on premium, high-touch service.
• Degree in Computer Information Systems, Management Information Systems, Computer Science, or equivalent practical experience.
• Knowledge of Web 2.0 technologies, preferably in an e-commerce setting.
• Basic understanding of web technologies such as HTML, CSS, JavaScript, SQL, or XML.
• Excellent communication skills suitable for all organizational levels; ability to navigate ambiguity and deliver results in a fast-moving environment.

Company Culture and Commitment

Bazaarvoice prioritizes customer outcomes, transparency, integrity, passion, innovation, and inclusivity. They embrace diverse perspectives and foster a collaborative environment that drives creativity and performance. Equal employment opportunity is maintained regardless of personal characteristics protected by law. The company employs AI tools during recruitment to assist human decision-making, with final hiring choices made by people.

Additional Information

A routine pre-employment background check is required with prior consent. Salary expectations are provided as a range and depend on factors such as location, experience, and skills. Bazaarvoice reserves the right to adjust compensation details during the hiring process. Candidates interested in this role are encouraged to apply if their compensation expectations align with the provided range.