Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.
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
- Equity - Restricted Stock Units (RSUs) for eligible roles
- 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)
Get to Know Us:
At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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Get to Know Us:
At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!
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, and Japan. 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.
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What We Do
At Smartsheet, our mission is to empower anyone to drive meaningful change — for themselves, their businesses, and the world. Simply working harder is not enough to be successful against a shifting economic landscape. Smartsheet transforms work into dynamic work, unifying collaboration, workflows, and content management into a flexible, secure, no-code platform that gives anyone the ability to continuously make an impact. By changing the way the world works, we believe we can change the world.
Why Work With Us
Smartsheet is a place where people love what they do and are empowered to do their best work every day. We support one another and achieve our goals as a team, not as individuals. Regardless of role, team members are driven, entrepreneurial, and committed to making an impact by turning great ideas into action.
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