Head of Global Customer Support
Austin / New York / Remote, United States
Content and Creators – Client Services - General /
Full-time /
Hybrid
About Bazaarvoice
At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.
The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.
Our brand promise : closing the gap between brands and consumers.
Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.
It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!
We are seeking an experienced, transformative, and strategically-minded Head of Global Technical Support to lead our worldwide support organization. This individual will be responsible for defining and executing a global support strategy that elevates the customer experience, leverages AI to enhance efficiency and effectiveness, and scales with our rapid growth. The ideal candidate will have a proven track record of building and leading high-performing support teams within a SaaS environment and will possess a deep understanding of the unique challenges and opportunities in delivering world-class technical support. This role requires a visionary leader who can inspire change, optimize processes, and foster a culture of continuous improvement and customer advocacy.
What You'll Do:
- Strategic Leadership: Develop and execute a comprehensive global technical support strategy aligned with overall company objectives, focusing on customer satisfaction, operational efficiency, and innovation.
- Team Leadership & Development: Lead, mentor, and develop a global team of technical support professionals. Foster a culture of excellence, accountability, continuous learning, and customer-centricity.
- Customer Experience Excellence: Champion the customer experience, implementing best practices and innovative solutions to ensure timely, effective, and delightful resolution of technical issues for our global customer base.
- Process Optimization & Scalability: Identify and implement process improvements, automation, and tools to enhance support efficiency, reduce resolution times, and ensure scalability as the company grows.
- AI Integration: Strategically explore, evaluate, and integrate AI technologies (e.g., chatbots, predictive analytics, natural language processing) into our support operations to improve self-service options, agent efficiency, and proactive problem-solving.
- Cross-Functional Collaboration: Collaborate closely with Product, Engineering, Sales, and Customer Success teams to provide customer insights, influence product development, and ensure seamless customer journeys.
- Performance Management: Define, monitor, and report on key performance indicators (KPIs) for the global support organization, implementing corrective actions as needed to achieve targets.
- Knowledge Management: Oversee the development and maintenance of comprehensive knowledge bases and self-service resources for customers and internal teams.
- Budget Management: Manage the global technical support budget effectively, optimizing resource allocation.
- Escalation Management: Oversee critical customer escalations, ensuring timely communication, resolution, and follow-up.
- Travel: Be open to occasional travel to various office locations
What You'll Bring:
- Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Business, or equivalent practical experience).
- 7+ years of leadership experience, demonstrating success in leading, mentoring, and developing high-performing teams, including experience with matrix reporting structures, performance management, talent development, and organizational restructuring within a global technical support organization.
- 5+ years of progressive Director-level or above leadership experience, preferably in a global technical support organization, with demonstrated success in leading and developing diverse teams across different international locations.
- Proven experience leading and transforming a global technical support function within a SaaS company. Experience with platforms similar to Bazaarvoice is highly preferred.
- Demonstrated experience in leveraging AI and automation technologies to enhance support operations and customer experience.
- Strong strategic thinking and problem-solving skills, with the ability to translate strategic vision into actionable plans.
- Exceptional leadership, communication, and interpersonal skills, with the ability to inspire and motivate diverse teams.
- Deep understanding of customer support best practices, methodologies, and technologies.
- Ability to thrive in a fast-paced, dynamic, and rapidly evolving environment.
$200,000 - $270,000 a year
At Bazaarvoice, we carefully consider multiple factors when determining compensation. Since we believe the transparency and integrity builds trust, we want to share that we expect the base salary for this position to be in the range listed above and is based on Bazaarvoice's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training, and skill level. While this is a good faith estimate of the expected base pay range, Bazaarvoice reserves the right to pay outside this range if these assumptions and understandings are modified as we progress through the interview process. Your recruiter can share more about the salary range and total compensation package during the hiring process. If this compensation is somewhere close to your desired range, we encourage you to apply!
#LI-Hybrid
#LI-JM1
Why join Bazaarvoice?
Customer is key
We see our own success through our customers’ outcomes.
We approach every situation with a customer first mindset.
Transparency & Integrity Builds Trust
We believe in the power of authentic feedback because it’s in our DNA.
We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.
Passionate Pursuit of Performance
Our energy is contagious, because we hire for passion, drive & curiosity.
We love what we do, and because we’re laser focused on our mission.
Innovation over Imitation
We seek to innovate as we are not content with the status quo.
We embrace agility and experimentation as an advantage.
Stronger Together
We bring our whole selves to the mission and find value in diverse perspectives.
We champion what’s best for Bazaarvoice before individuals or teams.
As a stronger company we build a stronger community.
Commitment to diversity and inclusion
Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.
