Sr. Manager, Technical Support( Hybrid- Bangalore)

As a Senior Manager, Technical Support you will be directly responsible for managing and mentoring multiple teams 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 (6+ 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 multiple teams 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,2

You Have:

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

6+ 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