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 minded Head of Global Technical Support to 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 a Great Place to Work around the globe. Compensation is 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.