Head of Global Customer Support

New York, New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, E-commerce, BiotechnologyIndustries

Requirements

The Head of Global Technical Support should have a proven track record of building and leading high-performing support teams within a SaaS environment. A deep understanding of delivering world-class technical support, visionary leadership skills, and experience in optimizing processes and fostering continuous improvement are essential. Familiarity with AI technologies for support operations is also required.

Responsibilities

This role involves developing and executing a global technical support strategy focused on customer satisfaction and operational efficiency. Responsibilities include leading and mentoring global support teams, championing customer experience through best practices, and optimizing support processes with automation and tools. The Head of Global Technical Support will also explore and integrate AI technologies, collaborate with cross-functional teams, manage performance through KPIs, oversee knowledge base development, and manage the support budget.

Skills

Customer Support

SaaS

Global Support Strategy

Team Leadership

Customer Experience

Bazaarvoice

Facilitates user-generated content for eCommerce

About Bazaarvoice

Bazaarvoice enhances consumer experiences and drives sales by leveraging user-generated content, such as customer reviews, ratings, and visual content. The company provides tools that allow retailers and brands to collect, manage, and distribute this content, integrating it into their online stores and marketing strategies. Bazaarvoice stands out by offering a powerful content engine that amplifies the reach of client content across a vast retail network and integrates with social media platforms. The goal is to empower brands and retailers to use customer opinions and visual content to inspire confidence and increase sales.

Austin, TexasHeadquarters

2005Year Founded

$19.4MTotal Funding

POST_IPO_EQUITYCompany Stage

Consumer Software, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Mental wellness matters - All team members get access to the Modern Health platform, which provides resources for personal/professional coaching, therapy, and meditation.

Improve your community and b:generous - We believe in investing our time and money to support our communities globally.

Embrace wellness and reward others - Through our YouEarnedIt platform, achievements, wellness, volunteering, and coaching is celebrated and rewarded, and everyone has a voice.

Paid sabbaticals - We reward employees for hard work. After five years with Bazaarvoice, you can apply for an eight-week paid sabbatical.

Recognition-based culture - We provide opportunities for annual merit rewards, company bonus schemes, and growth within your role.

Flexible work from home policies - The working world has changed. So have we.

Risks

Fake reviews and fraudulent content threaten Bazaarvoice's credibility and consumer trust.

Economic downturn reduces consumer spending on non-essential items, impacting demand.

Integration of Granify introduces risks in aligning AI-driven contextualization with existing systems.

Differentiation

Bazaarvoice leverages user-generated content to enhance consumer experiences and drive sales.

The company offers a powerful content engine that amplifies client content reach.

Strategic partnerships with social media platforms turn visual content into actionable purchase points.

Upsides

AI-driven personalization tools enhance user experience and increase engagement.

Growing concern over fake reviews boosts Bazaarvoice's authenticity verification processes.

Partnership with Attentive expands communication channels for personalized consumer interactions.

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