Technical Support Manager

Bazaarvoice

Manager of Technical Support overseeing Tier 1 and Tier 2 analysts at Bazaarvoice. Driving customer advocacy and team performance in their remote support structure.

Posted 6/15/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $72,580 - $108,870 per yearWebsite

Tech Stack

Tools & technologies

JavaScriptSQL

About the role

Key responsibilities & impact

Lead a high-performing team comprised of Tier 1 Technical Support Analysts and Tier 2 Technical Success Analysts.
Coach and develop a team of strong customer advocates.
Lead smaller operational projects and key workstreams nested within larger, global, cross-functional initiatives.
Foster a culture of high accountability and autonomy, empowering analysts to own their success while driving a premium, high-touch customer connection.
Conduct impactful weekly/bi-weekly 1:1 sessions and quarterly performance reviews (HPC) focused on long-term career growth, technical skill development, and real-time behavioral coaching.
Take ownership of smaller operational projects and specialized workstreams that feed into major, global cross-functional initiatives.
Lead internal team projects aimed at optimizing support delivery, improving workflow efficiency, and implementing organizational changes seamlessly.

Requirements

What you’ll need

Proven track record of managing, mentoring, and developing technical talent, with a specific focus on building strong customer advocacy teams.
Experience leading project workstreams, managing timelines, and collaborating across boundaries on large-scale global initiatives.
Strong familiarity or direct experience working within a Knowledge-Centered Service (KCS) framework.
Passion for leveraging AI tools, automation, and modern tech stacks to optimize support delivery and simplify complex processes.
Exceptional ability to utilize data, ticketing system workflows, and operational KPIs to uncover the root cause of performance issues.
Extensive experience supporting enterprise-level clients, with a proven dedication to high-touch, premium customer service.
A degree in CIS, MIS, Computer Science, or equivalent practical experience.
Familiarity with Web 2.0 technologies, ideally in an e-commerce environment.
Comfortable with web concepts and basic exposure to/understanding of HTML, CSS, JavaScript, SQL, or XML.
Exceptional written and verbal communication skills across all organizational levels. Comfortable navigating ambiguity and driving results in a fast-paced environment.

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Knowledge-Centered Service (KCS)HTMLCSSJavaScriptSQLXMLdata analysisticketing system workflowsoperational KPIsproject management

Soft Skills

coachingmentoringcustomer advocacycommunicationleadershipaccountabilityautonomycollaborationproblem-solvingnavigating ambiguity