Head of Global Customer Support

About Bazaarvoice

At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

The problem we are trying to solve: Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.

Our brand promise: closing the gap between brands and consumers.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia. It’s official: Bazaarvoice is a Great Place to Work in the US, Australia, India, Lithuania, France, Germany and the UK!

Role Overview

We are seeking an experienced, transformative, and strategically-minded Head of Global Technical Support to lead our worldwide support organization. This individual will be responsible for defining and executing a global support strategy that elevates the customer experience, leverages AI to enhance efficiency and effectiveness, and scales with our rapid growth. The ideal candidate will have a proven track record of building and leading high-performing support teams within a SaaS environment and will possess a deep understanding of the unique challenges and opportunities in delivering world-class technical support. This role requires a visionary leader who can inspire change, optimize processes, and foster a culture of continuous improvement and customer advocacy.

What You'll Do

• Strategic Leadership: Develop and execute a comprehensive global technical support strategy aligned with overall company objectives, focusing on customer satisfaction, operational efficiency, and innovation.
• Team Leadership & Development: Lead, mentor, and develop a global team of technical support professionals. Foster a culture of excellence, accountability, continuous learning, and customer-centricity.
• Customer Experience Excellence: Champion the customer experience, implementing best practices and innovative solutions to ensure timely, effective, and delightful resolution of technical issues for our global customer base.
• Process Optimization & Scalability: Identify and implement process improvements, automation, and tools to enhance support efficiency, reduce resolution times, and ensure scalability as the company grows.
• AI Integration: Strategically explore, evaluate, and integrate AI technologies (e.g., chatbots, predictive analytics, natural language processing) into our support operations to improve self-service options, agent efficiency, and proactive problem-solving.
• Cross-Functional Collaboration: Collaborate closely with Product, Engineering, Sales, and Customer Success teams to provide customer insights, influence product development, and ensure seamless customer journeys.
• Performance Management: Define, monitor, and report on key performance indicators (KPIs) for the global support organization, implementing corrective actions as needed to achieve targets.
• Knowledge Management: Oversee the development and maintenance of comprehensive knowledge bases and self-service resources for customers and internal teams.
• Budget Management: Manage the global technical support budget effectively.