Team Manager, Technical Support

2 hours, 3 minutes ago
Full-time
Senior
Customer and Technical Support
Smartsheet

Smartsheet

Smartsheet provides an enterprise work management platform that enables teams to efficiently manage projects, automate processes, and enhance collaboration through a user-friendly interface that combines spreadsheet functionality with advanced workflow...

Internet Software & Services
1K-5K
Founded 2005

Description

  • Manage and mentor a globally distributed technical support team delivering enterprise-level post-sales support to Smartsheet customers.
  • Set clear objectives, coach team members, provide feedback, and evaluate individual and team progress.
  • Drive performance and customer outcomes by meeting SLAs and KPIs.
  • Oversee day-to-day case and queue management, reduce backlog, and maintain case volume.
  • Analyze KPI metrics and customer feedback to identify trends and recommend operational improvements.
  • Conduct regular case reviews and quality assessments to ensure support quality.
  • Participate in release readiness and help evaluate new features and product changes.
  • Recruit to business needs in partnership with recruitment teams.
  • Partner with the Training team on onboarding, assessment objectives, and skill-gap feedback.
  • Collaborate across Global Support and other stakeholders to support initiatives and continuous improvement.

Requirements

  • 3+ years of people management experience, or equivalent experience mentoring, managing, or giving feedback to individual contributors.
  • 3+ years of experience in technical support or customer service.
  • Preferred experience in a fast-paced, high-volume technical SaaS environment.
  • Preferred experience with frontline management and leading global teams.
  • Experience coaching, mentoring, managing, and evaluating individual contributor performance.
  • Excellent written and verbal communication skills for end-user interactions.
  • Leadership skills with a 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 quickly and grow with a global software product.

Benefits

  • Remote work flexibility, indicated by the #LI-Remote designation.
  • An inclusive, supportive work environment that values diverse perspectives and nontraditional career paths.
  • Opportunities for growth, learning, and development beyond the role.
  • Equal opportunity employment and consideration in compliance with applicable laws.
  • Interview accommodations available for candidates who need them.

Interested in this position?

Apply directly on the company website

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