Manager, Technical Support

About Bazaarvoice

Bazaarvoice builds technology that helps shopping feel more informed and more personal. By connecting brands and retailers with a large global audience of consumers, the company powers the collection and distribution of user-generated content at scale. Its tools and dashboards also help businesses turn live consumer feedback into useful insights that can improve products, sales, and customer loyalty.

The company exists to solve a common challenge for brands and retailers: creating genuine connections with shoppers at the right moments in the discovery and buying journey. Bazaarvoice was founded in 2005 and is headquartered in Austin, Texas, with offices across North America, Europe, Asia, and Australia. The company is recognized as a Great Place to Work in the US, Australia, India, Lithuania, France, Germany, and the UK.

Role Overview

The Manager, Technical Support plays a key leadership role within the Global Support organization. Reporting to the Director of North American Support, this person will guide a team of Tier 1 Technical Support Analysts and Tier 2 Technical Success Analysts who help enterprise customers solve complex technical problems and receive strong day-to-day support.

This is a people-first leadership position that focuses heavily on coaching, development, and building a team of confident customer advocates. Alongside team leadership, the role also includes ownership of smaller operational projects and workstreams that contribute to broader global, cross-functional efforts. The ideal candidate is analytical, highly accountable, and able to create an environment where analysts take initiative and deliver a premium customer experience.

This role is based in North America. Candidates may work remotely anywhere within the US or from Bazaarvoice's Austin, Texas corporate office.

Responsibilities

• Coach and develop technical support talent so the team grows into empathetic, highly effective customer advocates.
• Create a culture of ownership, self-direction, and strong personal accountability across the support group.
• Run meaningful weekly or bi-weekly 1:1 meetings and quarterly performance conversations focused on growth, technical progress, and real-time coaching.
• Support hiring for backfills, guide onboarding for new Tier 1 and Tier 2 analysts, and observe customer interactions to provide actionable feedback.
• Own smaller operational initiatives and specialized workstreams that feed into larger global programs.
• Lead internal process-improvement efforts that strengthen support delivery, streamline workflows, and support smooth organizational change.
• Support premium escalation handling, including complex technical issues, JIRA reviews, and Red Alert situations, while keeping senior stakeholders informed.
• Maintain healthy coverage across Tier 1 and Tier 2 queues, reduce stale cases, and balance staffing to meet SLA expectations.
• Promote Knowledge-Centered Service practices through ongoing knowledge capture, article creation, and content upkeep.
• Champion the use of AI tools and automation to reduce friction and improve both analyst and customer experience.
• Review support dashboards, KPIs, and team metrics to identify root causes behind performance trends and bottlenecks.
• Use queue trends, CSAT data, and case lifecycle insights to adjust workflows and team habits proactively.
• Build strong working relationships with global partners across Client Success, Technical Account Management, Product, and Implementation Services.
• Serve as a link between frontline support realities and cross-functional stakeholders to drive customer experience improvements.

Requirements

• Demonstrated experience managing, mentoring, and growing technical teams, especially teams focused on strong customer advocacy.
• Background leading project workstreams, managing timelines, and working across functions on large-scale global programs.
• Working knowledge of Knowledge-Centered Service methods or direct experience using a KCS framework.
• Interest in and experience with AI tools, automation, and modern technology stacks that improve support operations.
• Strong ability to analyze ticketing workflows, operational KPIs, and performance data to identify root causes.
• Experience supporting enterprise customers and delivering high-touch, premium service.
• A degree in CIS, MIS, Computer Science, or equivalent hands-on experience.
• Familiarity with Web 2.0 technologies, preferably in an e-commerce setting.
• Comfort using web concepts and basic understanding of HTML, CSS, JavaScript, SQL, or XML.
• Excellent written and verbal communication skills, with the ability to work effectively across all levels of the organization.
• Comfort operating in ambiguity and driving outcomes in a fast-moving environment.

Why Bazaarvoice

Bazaarvoice emphasizes customer success, honest communication, high performance, innovation, and collaboration. The company values a customer-first approach, authentic feedback, experimentation, and diverse perspectives that strengthen the business and the wider community.

Diversity, Inclusion, and Hiring Practices

Bazaarvoice is an equal opportunity employer and does not discriminate based on protected characteristics such as race, color, national origin, religion, age, disability, sex, sexual orientation, gender identity, genetic information, military or veteran status, or other legally protected categories. The company believes inclusive culture and diverse teams drive creativity, innovation, and performance.

The final candidate will be required to complete a routine pre-employment background check, subject to prior written consent.

Bazaarvoice also notes that it may use AI tools to assist with parts of the hiring process, such as reviewing applications, analyzing resumes, or checking for inconsistencies and verification signals. These tools support recruiters but do not replace human judgment, and final hiring decisions are made by people.

Compensation Note

The employer states that base pay is expected to fall within a range shared during the hiring process. Compensation is determined in good faith and may vary depending on location, experience, market conditions, education or training, and skill level. The company reserves the right to offer pay outside the estimated range if those assumptions change during recruiting. A recruiter can provide more detail about total compensation.