Manager, Enterprise Support - Remote

BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been  recognized numerous times  for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

Ever wonder how products appear on Amazon or how Google knows what’s in stock nearby? That’s Feedonomics behind the scenes.

As a BigCommerce brand, Feedonomics is a leading product feed management platform that helps brands, retailers, and agencies list and optimize products across top ecommerce channels worldwide. We manage everything from onboarding to ongoing feed optimization, enabling our clients to scale faster with less effort.

Since 2014, Feedonomics has earned a strong reputation for our full-service model, people-first culture, and powerful technology—all rooted in a commitment to excellence.

We are looking for an experienced and strategic Manager, Enterprise Support to lead a team of specialists and solutionist focused on Advertising Channel Feed Management. In this role, you will oversee a high-performing support and solutionist team responsible for resolving complex feed issues, ensuring data integrity, and driving client satisfaction across enterprise-level accounts. You’ll act as a bridge between cross-functional stakeholders; support, engineering, product, and client success to elevate support delivery and scale operational excellence.
 

• Lead, coach, and mentor a team of Enterprise Support Specialists and Solutionists who manage technical product feed support for advertising channels such as Google, Meta, Microsoft, Pinterest, and others.

• Establish and enforce support SLAs, QA standards, and escalation procedures to ensure timely and high-quality client resolutions.

• Collaborate closely with Enterprise Feed Managers Leadership and implementation teams to ensure alignment on client goals and technical requirements.

• Analyze trends in support tickets to identify root causes, process gaps, and automation opportunities.

• Develop reporting frameworks to track team performance, ticket volumes, response/resolution times, and customer satisfaction.

• Partner with product and engineering to prioritize platform improvements based on client feedback and support impact.

• Build and maintain playbooks, documentation, and ongoing support materials to streamline team efficiency and knowledge sharing.

• Act as a senior escalation point for strategic clients, providing best-in-class support when needed.

• Experience with feed management platforms or tools (e.g., Feedonomics).

• Background in managing support for API integrations or custom data pipelines.

• Familiarity with advertising campaign strategy, attribution models, and ROAS-focused reporting.

• Minimum of 4 years of experience in technical support, operations, or client services, ideally within advertising technology, eCommerce, or SaaS environments.

• Demonstrated strategic thinking and strong analytical and problem-solving capabilities, with the ability to translate data into actionable insights.

• Exceptional communication skills written, verbal, and presentation with the ability to engage effectively across cross-functional teams and with enterprise clients.

• Proven track record in relationship management, project coordination, and organizational leadership in a fast-paced, client-facing setting.

• Deep knowledge of product feed management and advertising channel specifications, including platforms such as Google Merchant Center, Meta Catalogs, and Microsoft Ads.

• Proficiency with CRM and support tools such as Salesforce, Zoho, or Toggl, as well as familiarity with data platforms and reporting systems.

• Advanced skills in Excel and Google Sheets, with experience in manipulating large datasets and building operational reports.

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.

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(Pay Transparency Range: $86,000.00 - $117,000.00)

Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.
Learn more about the BigCommerce team, culture and benefits at  https://careers.bigcommerce.com .

Protect Yourself Against Hiring Scams: Our Corporate Disclaimer 

BigCommerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
Be advised:
BigCommerce does not offer jobs to individuals who do not go through our formal hiring process.
BigCommerce will never:

• require payment of recruitment fees from candidates;
• request personally identifiable information through unsanctioned websites or applications;
• attempt to solicit money from you as part of the hiring process or as part of an employment offer;
• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from BigCommerce, we urge you to be extremely cautious and avoid engaging or responding.