We are looking for a Support Team Manager to join the Smartsheet Support team. We are seeking a highly motivated, proactive individual with demonstrated leadership skills interested in enhancing those skills further. You will be responsible for leading and mentoring a team of Support Specialists in providing exceptional customer support experiences to our customers. You will coordinate the day-to-day operations of your team, assist in the queue and with escalations, and work with Support managers to ensure your team is hitting its goals. The successful candidate will be experienced (3+ years) in leading and developing a support team within a Software as a Service environment.

This important role will report to a Team Manager of Technical Support Operations and is based at Smartsheet Costa Rica. This role is open to being 100% remote.

Estimated Breakdown:

• 10% case management (as needed for service level requirements and customer escalations)
• 75% defining coaching plan for team members and coaching for improved behaviors
• 15% Support improvement and cross-team (within support) level development projects

 

You Will:

• Manage a support team to provide Enterprise level, post-sales support to Smartsheet customers
• Set clear objectives, evaluate progress and instill a high performance culture with focus on teamwork, support excellence and ownership for resolving customer issues
• Set-up, manage and improve standards and procedures within the team
• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
• Manage the customer support team and individual performance, technical and skills development
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
• Review daily priorities and take appropriate action to ensure results are achieved
• Remain aware of new product developments in the area of SaaS technology providing input and tactical direction to the business on customer support and support challenges
• Identify and assist in the resolution of high-priority issues and complex technical issues, including Support Consult and customer escalations
• Assist team with prioritization of responsibilities to team members and coach/provide feedback as needed
• Advocate for customers and define ways to continually add value to the customer experience
• Collaborate on and develop leads to conduct coaching sessions with individuals on your team
• Prepare and deliver performance reviews on defined business rhythm for your team
• Deliver on team goals in line with overall Support goals and Smartsheet objectives
• Establishing individual quality goals for team members in line with Support team goals
• Effectively collaborate with peer managers, internal stakeholders and partners, and shared services teams
• Perform 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
• Monthly stipend to support your work and productivity
• 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)