Team Manager, Technical Support

Overview

Lead and develop a globally distributed technical support team delivering enterprise-level, post-sales support to Smartsheet customers, owning team KPIs and SLAs.

What you'll do

• Manage and lead a team of globally distributed technical support professionals providing enterprise-level, post-sales technical support to Smartsheet customers.
• Set clear objectives, coach and provide feedback, evaluate progress, and instill a high performance culture focused on teamwork, customer excellence, and ownership for resolving customer issues.
• Own and drive performance and customer outcomes through 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 and customer feedback to identify trends and recommend efficiency improvements.
• 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 individuals bring to promote engagement and development opportunities.
• Recruit to business needs alongside recruitment partners, shaping and iterating to ensure quality of talent attracted.
• Partner with the Training team, as applicable, aligning on onboarding and assessment objectives and programs, and share 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.

What you'll need

• 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.
• 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.
• Experience in coaching, mentoring, managing, and evaluating performance of individual contributors.

Nice to have

• 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.

Details

• Reports to a Sr Support Manager within the Global Support team.
• Estimated time split: about 70% people management, career development and coaching; about 30% operations, including oversight, case/queue management and insights of day-to-day team operations.