Head of Global Customer Support

Position Overview

Bazaarvoice creates smart shopping experiences by connecting brands and retailers with consumers on a global scale. We are seeking a transformative and strategically mindedHead of Global Technical Supportto define and execute a global technical support strategy that elevates the customer experience, leverages AI for enhanced efficiency, and scales with our rapid growth. In this role, you will lead a high‐performing support team in a dynamic SaaS environment while fostering innovation, process optimization, and customer advocacy.

Founded in 2005 and headquartered in Austin, Texas, Bazaarvoice is recognized as aGreat Place to Workaround the globe.Compensationis based on geographic location, work experience, market conditions, and skill set, with a competitive base salary and total compensation package discussed during the hiring process.

Key Responsibilities

• Strategic Leadership: Develop and execute a global technical support strategy aligned with company objectives, focusing on customer satisfaction, operational efficiency, and innovation.
• Team Leadership & Development: Lead, mentor, and develop a global team of technical support professionals while fostering a culture of excellence and continuous learning.
• Customer Experience Excellence: Champion best practices and innovative solutions to ensure timely and effective resolution of technical issues.
• Process Optimization & Scalability: Identify and implement process improvements, automation, and tools to enhance support efficiency and scalability.
• AI Integration: Evaluate and integrate AI technologies (e.g., chatbots, predictive analytics, natural language processing) to improve self-service options and agent performance.
• Cross-Functional Collaboration: Collaborate with Product, Engineering, Sales, and Customer Success teams to deliver customer insights and influence product development.
• Performance Management: Define, monitor, and report on key performance indicators (KPIs) for the support organization.
• Knowledge Management: Oversee the development and maintenance of comprehensive knowledge bases and self-service resources.
• Budget Management: Effectively manage the global technical support budget and optimize resource allocation.
• Escalation Management: Oversee critical customer escalations, ensuring timely resolution and follow-up.
• Travel: Be open to occasional travel to various office locations.

Required Qualifications

• Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business) or equivalent practical experience.
• 7+ years of leadership experience in managing and developing high-performing teams, including experience with matrix reporting structures and performance management.
• 5+ years of Director-level (or above) leadership experience in a global technical support organization.
• Proven experience transforming a global technical support function within a SaaS environment, with platforms and processes similar to Bazaarvoice being a plus.
• Demonstrated ability to leverage AI and automation technologies to enhance support operations and customer experience.
• Strong strategic thinking, problem-solving, leadership, communication, and interpersonal skills.
• Deep understanding of customer support best practices, methodologies, and evolving technologies.
• Ability to thrive in a fast-paced, dynamic, and rapidly evolving environment.

Benefits & Perks

• Customer First:We measure success through our customers’ outcomes and prioritize their experience.
• Transparency & Integrity:Authentic feedback and ethical practices build trust across teams.
• Passionate Pursuit of Performance:Work in an environment where passion, drive, and curiosity are celebrated.
• Innovation Over Imitation:Embrace agility and continuous improvement while challenging the status quo.
• Stronger Together:Enjoy a collaborative culture that values diverse perspectives and collective success.
• Commitment to Diversity & Inclusion:Be part of an inclusive culture with equal opportunities for all.