Technical Support Manager - Enterprise & AI Leadership

Bazaarvoice; United States; Remote; USD 130,000 - 180,000; Full time

Job summary

Bazaarvoice is seeking a Manager, Technical Support to lead a high-performing North American team of Tier 1 and Tier 2 analysts, driving premium, high-touch customer service for enterprise clients. The role focuses on leadership, process improvement, and cross-functional collaboration in a remote-friendly US setting.

Responsibilities include mentoring staff, managing recruitment and onboarding, and steering initiatives for knowledge-centered service, AI adoption, and performance improvement

Qualifications

• Leads and mentors a high-performing support team.
• Uses data-driven metrics to improve performance.
• Experience with knowledge-centered service (KCS).
• Advocates AI tools and automation to streamline workflows.
• Collaborates across Client Success, Technical Account Managers, Product, and Implementation Services.

Responsibilities

• Mentor and coach Tier 1 and Tier 2 analysts.
• Lead recruitment and onboarding for the team.
• Oversee escalation management and critical incident handling.
• Drive process modernization and cross-functional projects.
• Balance workloads to meet SLAs with high-quality support.

Skills

People management

Data-driven

KCS familiarity

AI & automation

Cross-functional

Customer advocacy

JIRA

Education

Bachelor’s degree in CIS, MIS, Computer Science or equivalent

Tools

JIRA

Job description

Bazaarvoice is seeking a Manager, Technical Support to lead a high-performing North American team of Tier 1 and Tier 2 analysts, driving premium, high-touch customer service for enterprise clients. The role focuses on leadership, process improvement, and cross-functional collaboration in a remote-friendly US setting.

Responsibilities include mentoring staff, managing recruitment and onboarding, and steering initiatives for knowledge-centered service, AI adoption, and performance improvement