- Restricted Stock Units (RSUs) for eligible rolesMonthly stipend to support your work and productivityAsociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
Team Manager, Technical Support - San Jose, United States - Smartsheet
Description
In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work.
Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.
As a Support Team Manager 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 & coaching30% 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 tenureSet clear objectives, coach & provide feedback, evaluate progress, and instill a high performance culture with focus on teamwork, customer excellence, and ownership for resolving customer issuesOwn and drive performance and customer outcomes through the delivery of SLAs and KPIsLeverage the strengths of your team to maintain case volume, reduce backlog, and deliver improvements to Support experiencesAnalyze and interpret KPI metrics, customer feedback, to identify trends and make recommendations for improving efficienciesExecute to meet targets of strategic goals set by Support LeadershipPerform regular case reviews and quality assessments of your teamActively engage in the release readiness process and assist with evaluating new features and changesCreate a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunitiesRecruit to business needs, alongside recruitment partners, shaping and iterating to ensure the quality of talent attractedPartner with the Training team, as applicable, aligning on onboarding and assessment objectives and programs, through feedback and effective communication whilst sharing any skill gapsPromote continuous improvements through recognition and feedback within the teamEffectively partner across the global Support organization and other stakeholders to drive initiatives, share ideas, and model team collaborationOther duties as assignedYou Have:3+ years of prior people management or equivalent experience in mentoring, managing, or providing feedback to individual contributors3+ 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 solvingExperience with frontline management and working with or leading global teams preferredExperience in coaching, mentoring, managing, and evaluating performance of individual contributorsExcellent end-user interaction and strong written and verbal communication skillsLeadership skills and proven track record as a resource for other team managersDemonstrated ability to work independently and take ownership of issues or challengesAbility and desire to learn and develop new skills quickly and grow along with a leading global software productPerks & Benefits:Fully paid Health & Life insurance for full-time employees and family membersEquityGet to Know Us:
At Smartsheet, we've created a place where everyone is welcome - people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side.
Here, everyone can make a difference and empower others to do the same.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 empower everyone, everywhere to change the way the world works-join usEqual Opportunity Employer:
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, Australia, Japan, Costa Rica, and Germany.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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