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Manager, Technical Support

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About Bazaarvoice

 

Bazaarvoice connects brands and retailers to consumers, so that every shopping experience feels personal. From search and discovery to purchase and advocacy, Bazaarvoice’s solutions reach in-market shoppers, personalize their experiences, and give them the confidence to buy. Each month in the Bazaarvoice Network, more than a billion consumers view and share authentic content including reviews, questions and answers, and social photos across 6,000 brand and retail websites. Across the network, Bazaarvoice captures billions of shopper signals monthly - data that powers high-efficiency digital advertising and personalization with unmatched relevance.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, and Australia. For more information, visit bazaarvoice.com.

 

Why join Bazaarvoice?

 

- We’re committed to client success: There are over 5K brand and retail websites in the Bazaarvoice network. Our clients represent some of the world’s leading companies across a wide range of industries including retail, apparel, automotive, consumer electronics and travel.

- We’re leaders in consumer-generated content: Each month, more than one-half billion consumers view and share authentic consumer-generated content, such as ratings and reviews, curated photos, social posts and videos, about products in our network. Last year, 135K reviews were submitted each day.

- Our network delivers: Network analytics provide insights that help marketers and advertisers provide more engaging experiences that drive brand awareness, consideration, sales, and loyalty.

- We’re a great place to work: We pride ourselves on our unique culture. Join a company that values passion, innovation, authenticity, generosity, respect, teamwork, and performance.

 

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.


**Manager, Technical Support Specialists (Tier 2)**


**Job Overview; **

 

Bazaarvoice is looking for a Manager, Technical Support. This key position within Client Services that will be responsible for leading a Level 2 support organization comprised of teams that interact with our customers on a daily basis to resolve technical issues and provide best practices guidance to lead clients to utilize our platform in the most optimal way. The Manager will be responsible for the technical health of our client portfolio providing operational and tactical guidance to the mid-level managers and coaching on personal development. They will work closely with the Client Services leadership team to ensure all client cases & projects are delivered and supported in line with defined Service Level Objectives and that they result in high levels of quality and customer satisfaction.


**Essential responsibilities include the following;**

 

· Work with mid-level team managers to monitor, oversee and regulate open customer cases throughout the issue lifecycle to ensure compliance with documented service level agreements.

·Identify, highlight, and document best practices in Support through continuous assessment, and provide process and product recommendations to the appropriate functional leaders (Professional Services, Support, Training, Product, Engineering).

·Carry out performance management activities for the teams, identifying development opportunities in areas that require improvement.

·Provide guidance and serve as an escalation point to the teams and serve as a liaison with other organizations.

·Function independently and recommend changes to day-to-day operations, standards, policies, and procedures to maintain support capabilities and team morale.

·Responsible for client satisfaction as well as an ability to independently manage solution quality. Partners proactively and effectively with key internal stakeholders in other teams.

·Manage communication, case resolution, productivity and performance improvement. 


**Skills and Experience;**

 

·5+ years of experience managing a SaaS company client facing customer support team.

·The best candidate must be “Client obsessed” with ensuring the team is consistently providing the best possible support experience to all clients with a focus on regular communication & exceeding expectations.

·History of building strong, engaged and highly productive teams focused on delivering excellent customer service.

·Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company.

·Fluent French or German language skills preferable.

·Self-motivated, self-confident team player that can work well in a fast paced environment.

·Process driven; ensuring process adherence and consistently looking for ways to improve processes that drive efficiency without sacrificing quality of service.

·Excellent communication both written and verbal; facilitation and elicitation skills to communicate with stakeholder groups.

·Solid understanding & experience with ticketing systems and workflow.

·Highly computer literate with in-depth knowledge of MS office and web based systems.