Head of Global Customer Support

Summary

Join Bazaarvoice as the Head of Global Technical Support and lead the worldwide support organization. Develop and execute a global support strategy that enhances customer experience, leverages AI for efficiency, and scales with company growth. Lead, mentor, and develop a global team of technical support professionals. Champion customer experience by implementing best practices and innovative solutions. Optimize processes, integrate AI technologies, and collaborate with cross-functional teams. Define, monitor, and report on key performance indicators (KPIs). Oversee knowledge base development and budget management. The ideal candidate will have extensive experience leading high-performing support teams in a SaaS environment and possess strong strategic thinking, problem-solving, and communication skills.

Requirements

• Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Business, or equivalent practical experience)
• 7+ years of leadership experience, demonstrating success in leading, mentoring, and developing high-performing teams, including experience with matrix reporting structures, performance management, talent development, and organizational restructuring within a global technical support organization
• 5+ years of progressive Director-level or above leadership experience, preferably in a global technical support organization, with demonstrated success in leading and developing diverse teams across different international locations
• Proven experience leading and transforming a global technical support function within a SaaS company. Experience with platforms similar to Bazaarvoice is highly preferred
• Demonstrated experience in leveraging AI and automation technologies to enhance support operations and customer experience
• Strong strategic thinking and problem-solving skills, with the ability to translate strategic vision into actionable plans
• Exceptional leadership, communication, and interpersonal skills, with the ability to inspire and motivate diverse teams
• Deep understanding of customer support best practices, methodologies, and technologies
• Ability to thrive in a fast-paced, dynamic, and rapidly evolving environment

Responsibilities

• Develop and execute a comprehensive global technical support strategy aligned with overall company objectives, focusing on customer satisfaction, operational efficiency, and innovation
• Lead, mentor, and develop a global team of technical support professionals. Foster a culture of excellence, accountability, continuous learning, and customer-centricity
• 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
• Identify and implement process improvements, automation, and tools to enhance support efficiency, reduce resolution times, and ensure scalability as the company grows
• 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
• Collaborate closely with Product, Engineering, Sales, and Customer Success teams to provide customer insights, influence product development, and ensure seamless customer journeys
• Define, monitor, and report on key performance indicators (KPIs) for the global support organization, implementing corrective actions as needed to achieve targets
• Oversee the development and maintenance of comprehensive knowledge bases and self-service resources for customers and internal teams
• Manage the global technical support budget effectively, optimizing resource allocation
• Oversee critical customer escalations, ensuring timely communication, resolution, and follow-up
• Be open to occasional travel to various office locations

Benefits

$200,000 - $270,000 a year