Head of Global Customer Support

About Bazaarvoice

Bazaarvoice builds smarter shopping experiences by connecting brands and retailers with consumers through a broad global network, product-focused communities, and enterprise technology. Its platform helps companies collect user-generated content at scale, extend that content across retail, social, and search channels, and turn real-time customer feedback into actionable insights through dashboards and tools. The goal is to improve shopping outcomes by increasing loyalty, sales, and product quality.

The company’s mission is to close the gap between brands and consumers by helping organizations deliver credible, engaging content at the key moments in the buying journey. Bazaarvoice was founded in 2005 and is headquartered in Austin, Texas, with offices across North America, Europe, Asia, and Australia. It has also been recognized as a Great Place to Work in the US, Australia, India, Lithuania, France, Germany, and the UK.

Role overview

This position calls for a seasoned, forward-thinking leader to head the global technical support function. The role is focused on shaping and delivering a worldwide support strategy that strengthens customer experience, improves operational effectiveness, and supports growth at scale. The right person will bring deep SaaS support leadership experience, a strong customer mindset, and the ability to drive transformation through process improvement and AI-enabled innovation.

What you will do

• Set the global technical support direction and align it with broader business priorities, with emphasis on customer satisfaction, efficiency, and innovation.
• Lead, coach, and grow a worldwide support team while building a culture of ownership, learning, high performance, and customer focus.
• Improve the customer journey by introducing practices and solutions that help resolve technical problems quickly and effectively for users around the world.
• Streamline support operations by introducing automation, better workflows, and scalable tools that reduce handling time and support business growth.
• Assess and adopt AI-based solutions such as chatbots, predictive analytics, and natural language processing to improve self-service, agent productivity, and proactive support.
• Work closely with Product, Engineering, Sales, and Customer Success to share customer insights, shape product improvements, and create smooth end-to-end experiences.
• Define, track, and report key metrics for the support organization, and take corrective action when performance needs improvement.
• Guide the creation and upkeep of knowledge bases and self-help resources for both customers and internal teams.
• Oversee the support budget and allocate resources wisely.
• Handle urgent customer escalations with timely communication, resolution, and follow-through.
• Be willing to travel occasionally to different office locations.

What we are looking for

• A bachelor’s degree in a relevant area such as Computer Science, Engineering, Business, or equivalent practical experience.
• At least 7 years of leadership experience with a strong record of building, mentoring, and developing high-performing teams, including work in matrix reporting environments, performance management, talent development, and restructuring in a global technical support setting.
• Minimum 5 years of director-level or higher leadership experience, ideally in a worldwide technical support organization, with success leading teams across multiple countries and regions.
• Hands-on experience transforming a global technical support operation within a SaaS company; experience with businesses similar to Bazaarvoice is strongly preferred.
• Practical use of AI and automation to improve support workflows and customer experience.
• Strong strategic judgment and problem-solving ability, with the skill to turn vision into clear action plans.
• Excellent leadership, communication, and people skills, with the ability to influence and motivate diverse teams.
• Solid understanding of support best practices, methods, and technologies.
• Comfort working in a fast-moving, changing environment.

Why join Bazaarvoice?

Bazaarvoice values customer outcomes, authenticity, performance, innovation, and collaboration. The company emphasizes putting customers first, acting with transparency and integrity, staying driven and curious, experimenting with new ideas, and working together with diverse perspectives to strengthen the organization and the wider community.

Diversity and inclusion

Bazaarvoice is an equal opportunity employer and considers applicants based on experience, talent, and qualifications. Employment decisions are made without regard to race, color, national origin, religion, age, disability, sex, sexual orientation, gender identity, genetic information, military or veteran status, or any other legally protected category. The company states that diversity and inclusion are essential to creativity, innovation, and performance.

Compensation note

Bazaarvoice says it reviews multiple factors when setting pay, including geography, experience, market conditions, education or training, and skill level. The recruiter can provide more details about compensation and the overall package during the hiring process.