Manager of Content Support

• We're taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.
• We’re making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey.
• We're designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do.

About Bloomreach Content

Bloomreach Content is a headless and headful enterprise CMS used by some of the world's largest organizations. It’s highly customizable and designed to empower teams to build custom workflows and drive content at scale across multiple channels.

What challenge awaits you?

As a Manager of Content Support, you’ll directly contribute to the success of 190+ enterprise customers, working closely with Account Management, SRE, Operations, Product, and R&D Engineering teams.

You’ll lead a global team of L1 and L2 engineers to deliver a world-class support experience across both technical and functional issues — balancing customer needs, constraints, and timelines.

You’ll own ticket resolution through completion, ensuring adherence to SLAs/SLOs, while continuously improving processes and leveraging modern tools (including AI and LLMs) to enhance efficiency and customer experience.

You’ll upskill and coach L1 engineers to strengthen technical depth and consistency across the team, while collaborating with product and engineering leaders to improve cross-functional workflows. You’ll also surface customer insights that influence the future roadmap of the Content product.

What will you do (Roles & Responsibilities)

Team Leadership

• Build, mentor, and develop a high-performing L1/L2 support team
• Set priorities, allocate workload, and ensure timely delivery against SLAs
• Drive operational excellence and iterate and improve processes to foster highly cohesive customer centric experience.

Stakeholder & Process Management

• Collaborate cross-functionally with AMs, Engineering, Product, and Ops teams to align priorities and resolve customer issues quickly
• Manage escalations and define best practices for triage, communication, and follow-up
• Promote knowledge management and documentation practices for consistent quality
• Identify recurring issue patterns and drive automation or self-service improvements

Governance & Optimization

• Evaluate and refine processes for efficiency, accuracy, and speed
• Monitor team health and resolve conflicts proactively
• Leverage metrics, feedback, and modern tools (AI/LLMs) to improve team performance and customer outcomes

Professional Experience & Qualifications

• 8–10 years of total experience, including 3–4 years managing L1/L2 technical support teams
• Knowledge of Core Java and Common Java libraries (Nice to have) 
• Exposure to Java-based CMS platforms such as Adobe Experience Manager, OpenText TeamSite, IBM WebSphere, or Documentum (nice to have)
• Familiarity with infrastructure logs, alerting, and monitoring systems
• Hands-on experience with Zendesk, Jira Service Desk, and PagerDuty
• Proven ability in SLA management, ticket triage, and escalation handling
• Understanding of feature enhancement and change request processes
• Excellent communication skills; able to explain complex technical issues clearly and confidently

What is required for success in this role?

Success in this role comes from a customer-first mindset, a passion for solving real problems, and the ability to lead a distributed team through clarity, consistency, and collaboration. You thrive in a fast-paced, global environment and continuously seek ways to elevate both customer and team experiences through innovation and process improvement.

Tech Stack & Tools

• Primary Tools: Zendesk, JIRA, Glean, Loops Copilot

Bloomreach Content Tech Stack:

• Languages: Java, TypeScript/Angular, ExtJS, AngularJS
• Frameworks: Spring, Apache Wicket, JUnit, Maven
• Databases: Apache Jackrabbit, MySQL
• Automation: Jenkins, GitLab, Cucumber, Selenium, Playwright
• Cloud/Infra: AWS, Kubernetes, Docker
• Monitoring: Humio, Honeycomb

More things you'll like about Bloomreach:

Culture:

• A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one. 
• We have defined our 5 values and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We've embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication. 
• We believe in flexible working hours to accommodate your working style.
• We work virtual-first with several Bloomreach Hubs available across three continents.
• We organize company events to experience the global spirit of the company and get excited about what's ahead.
• We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer*.
• The Bloomreach Glassdoor page elaborates on our stellar 4.4/5 rating. The Bloomreach Comparably page Culture score is even higher at 4.9/5

Personal Development:

• We have a People Development Program -- participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions.
• Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges.*
• Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins.
• Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)*

Well-being:

• The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.*
• Subscription to Calm - sleep and meditation app.*
• We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones.
• We facilitate sports, yoga, and meditation opportunities for each other.
• Extended parental leave up to 26 calendar weeks for Primary Caregivers.*

Compensation:

• Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.*
• Everyone gets to participate in the company's success through the company performance bonus.*
• We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts.
• We reward & celebrate work anniversaries -- Bloomversaries!*

(*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)

Excited? Join us and transform the future of commerce experiences!

If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful!

Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.

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