Senior Manager, Member Support

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.  It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!
 As the Senior Manager of Member Support you will lead a team of part time and full time team members dedicated to providing email support to community members of Influenster. You will play a pivotal role in ensuring an exceptional user experience for community members. You will lead a dynamic team, overseeing all aspects of customer support operations, focusing on member satisfaction, issue resolution, and community engagement in order to support our client's goals for User Generated Content.
Join us in shaping the Influenster community, where members discover their next favorite thing. If you are a strategic leader with a passion for member satisfaction, we invite you to apply for this exciting opportunity.

What you'll be doing:

• Team Leadership:
• Lead and inspire a team of customer support representatives, fostering a positive and collaborative work environment.
• Provide guidance, coaching, and training to ensure the team is equipped to handle a variety of user inquiries effectively.
• Member Support Strategy:
• Develop and implement customer support strategies and initiatives aligned with Bazaarvoice's overall goals and objectives.
• Identify areas for improvement and implement proactive measures to enhance the overall user experience including but not limited to software/tooling used for member support.
• Present and lead member support strategy roadmap focused on improving member experience to support client outcomes and operational efficiency
• Process Improvement:
• Continuously evaluate member support processes, identifying inefficiencies, and implementing improvements for enhanced efficiency.
• Collaborate with relevant teams to streamline workflows and optimize the support operation.
• Documentation Management:
• Establish and maintain comprehensive documentation for customer support processes, protocols, and best practices.
• Ensure that documentation is regularly updated to reflect changes in policies, procedures, and product features.
• Community Engagement:
• Develop, execute, and lead initiatives to Increase community engagement Increase lifetime valueIncrease member retentionImprove member satisfactionIncreased organic content submission.
• Implement feedback mechanisms to gather insights from the community and use them to improve support services.
• Performance Metrics:
• Define and maintain key performance indicators (KPIs) to measure the effectiveness of customer support operations.
• Regularly analyze performance data to identify trends, areas for improvement, and success stories.
• Cross-functional Collaboration:
• Collaborate with product management and product marketing teams to communicate member and member support feedback to prioritize and recommend product improvement initiatives.
• Collaborate with product management and community growth and member acquisition teams to create a cohesive m