Director, Global Customer Support

As a Director of Global Customer Support, you will be responsible for managing a group of highly skilled globally distributed team of support managers and professionals and will report to the Head of Customer Support within our Customer Excellence organization.

A top priority will be to interpret data, coach, mentor, lead and execute the global strategy with the ultimate goal of empowering Smartsheet customers with expert engagements to resolve issues and expand customer adoption of the Smartsheet product. You will work with Support and CE leadership to empower our support agents with appropriate product training and case handling behaviors to improve Customer Satisfaction and reduce case handling time.

A top priority of the Smartsheet Customer Support team is turning a customer who contacts us with an issue into a raving fan. We are a primary channel of the “voice of the customer” for the rest of the company, with strong monitoring, case data and customer sentiment inputs.

You Will: 

• Contribute to building and own the execution of the global support strategy for the delivery teams. 
• Lead a technical team of people managers and support professionals aligned with specific features of the Smartsheet product family
• Help create an environment of innovation and continual improvement to re-imagine Support delivery outcomes to our customers.
• Drive highly complex cross functional transformational projects across the global support organization 
• Drive a culture of supporting our customers with increased empowerment motions beyond expected ‘break-fix’ and into ‘empowerment’ activities
• Lead and drive execution of the support strategy and improvement initiatives to established timelines and targets
• Emphasize and hold both teams and individuals accountable for achieving customer oriented indicators such as Customer Satisfaction (CSAT) scores, First Response Time (FRT), and Time to Resolution (TTR)
• Recruit and inspire a team of Support professionals globally dispersed across multiple geographies of Americas, Europe, and Asia that collaborates on support cases.
• Interact across the organization and engage with various levels of contributors from support agents to executive roles
• Analyze a variety of data sources to manage and improve KPIs relevant to our team’s mission
• Drive your team to successful resolution of issues that affect both internal and external customer
• Persuade, influence, and motivate people; build a culture of inclusivity while creating delightful customer experiences and relationships 
• promote engagement and development opportunities with a lens of continuous improvement and a growth mindset.
• Collaborate with internal leadership peers to identify operational efficiencies and lead transformation initiatives
• Build a strong relationship with the Product team and provide valuable insights gathered from customer interactions
• Serve as a point of customer escalations and develop positive relationships with key customer contacts
• Have the flexibility in your working hours to team with global customers, and willingness to be "on call" 
• Participate in leadership and customer meetings including up to 25% travel 
• Provide coaching and guidance to help the support organization excel and build a work environment that draws people to the team
• Other job duties as assigned. 

You Have: 

• 12+ years of experience with 
• 8+ years of experience as a people manager, with a successful leadership track record that includes  leading globally dispersed customer-facing teams- experience at high-growth companies or scaling revenue is preferred
• 7+ years technical support-related call center experience or equivalent
• Implemented SaaS technology in large enterprise settings as a leader of customer or services teams 
• Understanding of SaaS organizational and operational constructs including Product, engineering, support, success, sales, services 
• Ability to quickly establish trust and to influence others, both internally and externally 
• Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist 
• Strong data-driven decision making skills, and process oriented mindset 
• Knowledge of Lean, Six Sigma, and continuous improvement approaches 
• Ability to identify risks and dependencies and put in place plans to mitigate them 
• Adaptability, flexibility and the conviction to "do the right thing" by keeping a customer centric mentality at all times 
• Ability to deal with ambiguity, utilize robust problem solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels 
• Exceptional business acumen and world-class presentation and customer interaction skills that have been acquired through deep technical knowledge and well-developed process management 
• Goal orientation to drive progress for each customer through each interaction 
• Experience building, leading or teaming with teams similar to Smartsheet support at a mature technology company, optional but highly desired 
• Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite optional but highly desired 
• Knowledge of the Smartsheet platform optional but highly desired 
• Available for travel as necessitated by role.
• Experience in managing in 24x7x365 environment.
• Experience in engaging with a centralized Workforce Management function.
• BA/BS degree preferred.

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members
• Equity - Restricted Stock Units (RSUs) for eligible roles
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
• 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)

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, Costa Rica, Germany 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!