Bloomreach is building the world s premier agentic platform for personalization We re revolutionizing how businesses connect with their customers building and deploying AI agents to personalize the entire customer journey 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 And we re building all of that on the intelligence of a single AI engine - Loomi AI - so that personalization isn t only autonomous it s also consistent From retail to financial services hospitality to gaming businesses use Bloomreach to drive higher growth and lasting loyalty We power personalization for more than 1 400 global brands including American Eagle Sonepar and Pandora 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 Skilled 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 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 elaborates on our stellar 4 4 5 rating The 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 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 LI-Remote

📌 Manager Of Content Support (India)
🏢 Bloomreach
📍 India