Technical Support Manager

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $72.6k - $108.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Bazaarvoice

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

🛍️ eCommerce

🤝 B2B

💰 $6.7M Post-IPO Equity on 2012-11

eCommerce • Marketing • B2B

Bazaarvoice is a leading user-generated content (UGC) platform that connects brands and retailers with the voices of their customers. By leveraging UGC across the consumer journey, Bazaarvoice enhances the shopping experience and boosts sales through genuine customer reviews, social media content, and targeted marketing. The company offers a range of solutions including product sampling, social commerce, ratings and reviews, and retail syndication, aimed at improving customer satisfaction and loyalty. Through its HarmonyAI engine and Bazaarvoice Vibe, the company optimizes content supply chains and enables brands to harness the power of creator marketing. Trusted by over 13,000 brands worldwide, Bazaarvoice helps businesses scale globally, improve product detail pages, and drive conversion rates through actionable insights and competitive benchmarking.

📋 Description

• Lead a high-performing team comprised of Tier 1 Technical Support Analysts and Tier 2 Technical Success Analysts. • Coach and develop a team of strong customer advocates. • Lead smaller operational projects and key workstreams nested within larger, global, cross-functional initiatives. • Foster a culture of high accountability and autonomy, empowering analysts to own their success while driving a premium, high-touch customer connection. • Conduct impactful weekly/bi-weekly 1:1 sessions and quarterly performance reviews (HPC) focused on long-term career growth, technical skill development, and real-time behavioral coaching. • Take ownership of smaller operational projects and specialized workstreams that feed into major, global cross-functional initiatives. • Lead internal team projects aimed at optimizing support delivery, improving workflow efficiency, and implementing organizational changes seamlessly.

🎯 Requirements

• Proven track record of managing, mentoring, and developing technical talent, with a specific focus on building strong customer advocacy teams. • Experience leading project workstreams, managing timelines, and collaborating across boundaries on large-scale global initiatives. • Strong familiarity or direct experience working within a Knowledge-Centered Service (KCS) framework. • Passion for leveraging AI tools, automation, and modern tech stacks to optimize support delivery and simplify complex processes. • Exceptional ability to utilize data, ticketing system workflows, and operational KPIs to uncover the root cause of performance issues. • Extensive experience supporting enterprise-level clients, with a proven dedication to high-touch, premium customer service. • A degree in CIS, MIS, Computer Science, or equivalent practical experience. • Familiarity with Web 2.0 technologies, ideally in an e-commerce environment. • Comfortable with web concepts and basic exposure to/understanding of HTML, CSS, JavaScript, SQL, or XML. • Exceptional written and verbal communication skills across all organizational levels. Comfortable navigating ambiguity and driving results in a fast-paced environment.

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible work arrangements • Professional development