About Bazaarvoice
At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.
The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.
Our brand promise : closing the gap between brands and consumers.
Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.
The Technical Support Analyst Team Lead role is organisationally part of Global Services and responsible for leading a slice of the Client Technical Services organization comprised of individuals who interact with our customers daily to resolve technical issues and provide best practices guidance.
The Technical Support Analyst Team Lead will report to the manager of the TSA Team, but have HR line management responsibility for the TSA team members and be responsible for coaching, mentoring, and ensuring the operational compliance of their team. This is very much a player/coach role that is required to work during NA business hours.
You will be dealing with our NA clients and your work hours will be between 4 pm and 1 am (EEST).
Salary from 2400 EUR gross per month (+ additional night hours bonus) depending on experience and skills the candidate will bring to the role.
What You Will Do
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Coaching and Mentoring. This role will be responsible for the regular coaching and mentoring of a small team of direct reports which will include:
- Having weekly/bi-weekly 1:1 sessions,
- Having quarterly 1:1 HPC sessions,
- Allocating resources,
- Ensuring employees are up to speed with the latest processes and assisting in rolling out organizational and process changes.
- Leading recruitment for backfills,
- Coordinating new hire orientation,
- Managing training plans,
- Ensuring holiday coverage.
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Quality and Customer Satisfaction. This role will be responsible for providing a high level of oversight by:
- ensuring the quality of delivery,
- shadowing TSAs and interactions to provide real-time feedback,
- maintaining and improving team’s capabilities by recommending changes to day-to-day operations, standards, policies, and procedures,
- dealing with both internal and client escalations.
- Represent the Tech Support team in kick-off meetings for new Premium Support clients or existing clients transitioning to the Premium package.
- Cross-functional engagement:
- This role will thrive on solid relationships across the various internal Bazaarvoice teams and will have the innate ability to instill confidence within those various teams. Key to this role will be relationships with client success and technical success teams.
- Reporting and Monitoring:
- This role would provide reporting throughout the monthly/quarter/yearly of various KPIs and MBOs that are important to the business as well as to the team internally and be proactively managing stakeholder satisfaction.
- Operational Excellence:
- In order to maintain the process knowledge and delivery acumen, this role will be assigned some operational responsibilities, including:
- List of operational responsibilities.
- Day-to-day work delivery & direction setting (Personal coaching, assistance with troubleshooting, stale days management etc.).
- Effective resource management
- Prioritization of workload according to impact and business priorities
- Performance and process improvement
- Weekly 3x3x3
- Escalations management (internal & external) including feedback delivery to the reporter and case owner.
- Red-Alerts management.
- JIRA case review management.
- Local Process adjustments (only LTU - TSAs).
- Reporting (day-to-day) including TSA Dashboards management/monitoring.
- Training & enablement (Ongoing knowledge refreshment training)
Who You Are
- Proven experience developing, managing, and delivering successful processes from conception through implementation, measurement, and analysis.
- Drive for operational excellence and experience with complex processes and the organization/diligence to create and maintain a flawless operational pathway to success.
- Experience managing, mentoring, and coaching people in technical support roles.
- Proven experience collaborating with cross-functional teams.
- Stakeholder management experience
- Solid understanding & experience with ticketing systems and workflow.
- Ability to manage multiple priorities in a dynamic environment and go above and beyond what the stakeholders expect.
- Proven written and verbal communication and presentation skills with multiple levels of an organization, including interaction with senior-level business partners within the company.
- Possesses a drive/passion to provide exceptional customer service to each and every client.
- Experience working with enterprise clients especially large retailers and global brands.
- Experience as team lead, shift lead, senior, supervisor, shift supervisor, and group leader.
- Familiar with managing users of VoIP platforms.
Nice To Have
- Ability to create instructions and document processes with the highest level of detail.
- Process driven; ensuring process adherence and consistently looking for ways to improve processes that drive efficiency without sacrificing quality of service.
- Ability to work effectively with ambiguity and get things done even when the answer isn’t easy or obvious.
- On-Time, reliable, and trustworthy with a strong work ethic.
- Self-motivated, self-confident team player that can work well in a fast-paced environment.
- Analytical, problem solving and detail-oriented with a focus on exceeding expectations.
- Experience working in a client-facing role (preferably in application/software support).
- Highly computer literate with in-depth knowledge of MS office, Salesforce, and JIRA.
- Technological experience listed:
- Working experience with Web technologies in an e-commerce environment. This includes past experience with coding or scripting for websites or web components using HTML, CSS, JavaScript, SQL, XML, etc. using common programming and software development concepts.
- A degree in CIS, MIS, or Computer Science (or equivalent job experience).
- Analytical and detail-oriented with a focus on exceeding expectations. ‘Good enough’ should never be ‘good enough’.
- Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects, even if it means working extended hours.
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Why join Bazaarvoice?
Customer is key
We see our own success through our customers’ outcomes.
We approach every situation with a customer first mindset.
Transparency & Integrity Builds Trust
We believe in the power of authentic feedback because it’s in our DNA.
We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.
Passionate Pursuit of Performance
Our energy is contagious, because we hire for passion, drive & curiosity.
We love what we do, and because we’re laser focused on our mission.
Innovation over Imitation
We seek to innovate as we are not content with the status quo.
We embrace agility and experimentation as an advantage.
Stronger Together
We bring our whole selves to the mission and find value in diverse perspectives.
We champion what’s best for Bazaarvoice before individuals or teams.
As a stronger company we build a stronger community.
Commitment to diversity and inclusion
Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.
