Team Manager Technical Support

6 days, 22 hours 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 team of technical support professionals.
  • Oversee day-to-day team operations, including case and queue management.
  • Set clear objectives, coach team members, and provide feedback to support performance and development.
  • Own and drive delivery of SLAs, KPIs, and customer outcomes.
  • Monitor case volume and backlog, and implement improvements to support experiences.
  • Analyze KPI metrics and customer feedback to identify trends and recommend efficiency improvements.
  • Conduct regular case reviews and quality assessments.
  • Participate in release readiness and evaluate new features and changes.
  • Partner with training, recruitment, and other support stakeholders to address skill gaps and hiring needs.
  • Promote an inclusive, collaborative team culture and continuous improvement.
  • Support strategic goals set by Support leadership and perform other assigned duties.

Requirements

  • 3+ years of prior people management experience, or equivalent experience mentoring, managing, or providing 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 the performance of individual contributors.
  • Excellent end-user interaction skills and strong written and verbal communication skills.
  • Demonstrated leadership skills and a track record as a resource for other team managers.
  • 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 indicated by the #LI-Remote designation.
  • Inclusive workplace committed to equal employment opportunity.
  • Support for interview accommodations to ensure a comfortable and positive interview experience.

Interested in this position?

Apply directly on the company website

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