Manager, Enterprise Support - Remote

Overview

BigCommerce is seeking a strategic Manager, Enterprise Support to lead a team focused on Advertising Channel Feed Management, ensuring high-quality client resolutions and operational excellence.

In Short

• Lead and mentor a team of Enterprise Support Specialists.
• Establish support SLAs and QA standards.
• Collaborate with cross-functional teams for client goals.
• Analyze support trends for process improvement.
• Develop reporting frameworks for team performance.
• Act as a senior escalation point for strategic clients.
• Manage technical product feed support for advertising channels.
• Build and maintain playbooks and documentation.
• Ensure data integrity and client satisfaction.
• Drive platform improvements based on client feedback.

Requirements

• 4+ years in technical support or client services.
• Strong analytical and problem-solving skills.
• Exceptional communication skills.
• Experience with product feed management.
• Familiarity with advertising campaign strategies.
• Proficiency in CRM and support tools.
• Advanced skills in Excel and Google Sheets.
• Background in eCommerce or SaaS environments.
• Relationship management experience.
• Ability to translate data into actionable insights.

Benefits

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• Inclusive workplace culture.
• Flexible work environment.
• Access to cutting-edge technology and tools.
• Supportive team and collaborative atmosphere.
• Commitment to diversity and inclusion.
• Employee engagement initiatives.
• Wellness programs and resources.
• Work-life balance support.