In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.
As a Support Team Manager 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. Responsibilities include coaching and developing individuals within the team in their roles as product experts and participating in improvement efforts across Support. The successful candidate will be experienced (3+ years) in leading and developing a Support team within a Software as a Service environment.
At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.
You will report to a Sr Support Manager within the Global Support team.
Estimated Breakdown: Core responsibility distribution may change depending on business and customer need but in general fall around:
70% People management, career development & coaching
30% Operations: Provide oversight, case/queue management & insights of the day-to-day operations of your team, owning and driving towards meeting KPIs/SLAs
You Will:
Manage & lead a team of globally distributed technical support professionals to provide enterprise-level, post-sales technical support to Smartsheet customers. Teams will be comprised of members with varying levels of technical expertise and tenure
Set clear objectives, coach & provide feedback, evaluate progress, and instill a high performance culture with focus on teamwork, customer excellence, and ownership for resolving customer issues
Own and drive performance and customer outcomes through the delivery of SLAs and KPIs
Leverage the strengths of your team to maintain case volume, reduce backlog, and deliver improvements to Support experiences
Analyze and interpret KPI metrics, customer feedback, to identify trends and make recommendations for improving efficiencies
Execute to meet targets of strategic goals set by Support Leadership
Perform regular case reviews and quality assessments of your team
Actively engage in the release readiness process and assist with evaluating new features and changes
Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities
Recruit to business needs, alongside recruitment partners, shaping and iterating to ensure the quality of talent attracted
Partner with the Training team, as applicable, aligning on onboarding and assessment objectives and programs, through feedback and effective communication whilst sharing any skill gaps
Promote continuous improvements through recognition and feedback within the team
Effectively partner across the global Support organization and other stakeholders to drive initiatives, share ideas, and model team collaboration
Other duties as assigned
You Have:
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, with a preference for prior experience operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving
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
Perks & Benefits:
Fully paid Health & Life insurance for full-time employees and family members
Monthly stipend to support your work and productivity
Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
12 days paid Vacation + Flexible Time Away Program
20 weeks fully paid Maternity Leave
12 weeks fully paid Paternity/Adoption Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to LinkedIn Learning online courses
Company Funded Perks including a counseling membership and your own personal Smartsheet account
Teleworking options from any registered location in Costa Rica (role specific)
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity Employer committed to encouraging an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status following applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
At Smartsheet, we build an inclusive environment that encourages and supports the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. You're encouraged to apply even if your experience doesn't precisely match our job description—if your career path has been nontraditional, to set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be creative—join us!
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