[Hiring] Team Manager, Technical Support @Smartsheet

Role Description

As a Team Manager, Technical Support you will be directly responsible for managing and mentoring a team of globally distributed professionals in providing exceptional customer support experiences. This position manages the day-to-day operations of the team and works closely with other Support leaders to ensure the team is hitting its targets.

• Coaching and developing individuals within the team in their roles as product experts.
• Participating in improvement efforts across Support.
• Managing and leading a team of globally distributed technical support professionals to provide enterprise-level, post-sales technical support to Smartsheet customers.
• Setting clear objectives, coaching & providing feedback, evaluating progress, and instilling a high performance culture.
• Owning and driving performance and customer outcomes through the delivery of SLAs and KPIs.
• Leveraging the strengths of your team to maintain case volume, reduce backlog, and deliver improvements to Support experiences.
• Analyzing and interpreting KPI metrics and customer feedback to identify trends and make recommendations for improving efficiencies.
• Executing to meet targets of strategic goals set by Support Leadership.
• Performing regular case reviews and quality assessments of your team.
• Actively engaging in the release readiness process and assisting with evaluating new features and changes.
• Creating a culture of inclusivity, recognizing the strengths that individuals bring to the team.
• Recruiting to business needs, alongside recruitment partners.
• Partnering with the Training team to align on onboarding and assessment objectives.
• Promoting continuous improvements through recognition and feedback within the team.
• Effectively partnering across the global Support organization and other stakeholders to drive initiatives.
• Other duties as assigned.

Qualifications

• 3+ years of prior people management or equivalent experience in mentoring, managing, or providing feedback to individual contributors.
• 3+ years experience working in a technical support or customer service environment, preferably in a fast-paced, high-volume technical SaaS environment.
• Experience with frontline management and working with or leading global teams preferred.
• Experience in coaching, mentoring, managing, and evaluating performance of individual contributors.
• Excellent end-user interaction and strong written and verbal communication skills.
• Leadership skills and proven track record as a resource for other team managers.
• Demonstrated ability to work independently and take ownership of issues or challenges.
• Ability and desire to learn and develop new skills quickly and grow along with a leading global software product.

Benefits

• Your ideas are heard, your potential is supported, and your contributions have real impact.
• Freedom to explore, push boundaries, and grow beyond your role.
• Diverse perspectives and nontraditional paths are welcomed.
• Opportunity to do work that stretches you, excites you, and connects you to something bigger.

Equal Opportunity Employer

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India.

All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.