As a Team Manager, Technical Support 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