Technical Support Manager

About the role

Bazaarvoice is seeking a Technical Support Manager to lead its high‑performing Global Support team in North America. Reporting to the Director of North American Support, you will oversee Tier 1 Technical Support Analysts and Tier 2 Technical Success Analysts, ensuring complex technical issues are resolved quickly and customers receive best‑in‑class guidance.

Key responsibilities

• Lead, coach, and develop a team of technical analysts to become elite, empathetic customer advocates.
• Foster a culture of autonomy, high accountability, and independent problem‑solving.
• Conduct weekly/bi‑weekly 1:1 sessions and quarterly performance reviews focused on career growth and skill development.
• Drive talent pipeline activities, including recruitment and onboarding for team backfills.
• Lead smaller operational projects and contribute to larger, cross‑functional initiatives.
• Collaborate with global support leadership to align processes and improve service delivery.

Required profile

• Data‑driven leader with a proven track record of managing technical support teams.
• Strong mentor and coach who can transform analysts into high‑performing advocates.
• Excellent communication skills and ability to influence across functions.
• Experience in managing remote or hybrid teams in a fast‑paced SaaS environment.

Required skills