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.

You will report to our Manager, Support Team Operations, and can work from our Bellevue, WA office or remotely within the US.

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
  • Must be available to travel up to 6 weeks per year for various company & team needs
  • Effectively collaborate with peer managers, internal stakeholders and partners, and shared services teams
  • Perform other duties as assigned.

You Have:

  • 5-7 years of experience in a customer service/Technical support setting, with a preference for operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving
  • 3-6 years of experiencing in mentoring, managing, or providing feedback to individual contributors
  • Excellent end-user interaction and strong written and verbal communication skills
  • Ability to present initiatives internally and across the wider business community
  • Leadership skills and proven track record as a resource for other team members
  • Demonstrated ability to work independently and take ownership of issues or challenges
  • Willingness and ability to learn and develop new skills quickly
  • Demonstrated ability to manage effectively in an agile support environment
  • Ability to train and mentor others on the Support team
  • Work effectively with internal enablement teams such as Training Quality and Operations (TQO)

Perks & Benefits:

  • 100% employer-paid medical, dental, and vision coverage for full-time employees
  • Equity - Restricted Stock Units (RSUs) Equity with all offers
  • Lucrative Employee Stock Purchase Program (15% discount)
  • 401k Match (50% up to 6%, effective May 1st) to help you save for your future
  • Monthly stipend towards your commute to work
  • 15 days PTO to start, plus Flexible Sick Leave
  • Up to 24 weeks of Parental Leave
  • Personal paid Volunteer Day to support our community
  • Opportunities for professional growth and development including access to Audible for Business and LinkedIn Learning online courses
  • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account

About Smartsheet:

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, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. 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 welcome diverse perspectives and people who aren’t afraid to be innovative—join us!

Apply for this Job

* Required
  
  
When autocomplete results are available use up and down arrows to review
+ Add Another Education


Voluntary EEOC Demographics

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members. Individuals seeking employment at Smartsheet are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category in the US, UK, and Australia.

Below is a set of voluntary demographic questions. If you choose to complete them, your responses will be used in aggregate to help us identify areas for improvement in our programs. Your responses, or your choice to not respond, will not be considered in the hiring process. Any information that you provide will be recorded and maintained confidentially.

For definitions of any of the following terms or to read more about your rights, please visit the EEOC website here

I identify my gender as:




I identify as transgender:



I identify my race / ethnicity as (select all that apply):










My veteran status is:



My disability status is: