Team Manager, Technical Support

Role Overview

• 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

Requirements

• 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.

Benefits

• Health insurance
• 401(k) matching
• Flexible working hours
• Paid time off
• Professional development opportunities