Team Manager Technical Support

As a Team Manager, Technical Support at Smartsheet, you will be directly responsible for managing and mentoring a team of globally distributed professionals in providing exceptional customer support experiences. Your core responsibilities will include: - Coaching and developing individuals within the team in their roles as product experts - Participating in improvement efforts across Support - Providing oversight, case/queue management, and insights of the day-to-day operations of your team - Owning and driving towards meeting KPIs/SLAs You will manage and lead a team of globally distributed technical support professionals to provide enterprise-level, post-sales technical support to Smartsheet customers. Your responsibilities will include: - Setting clear objectives, coaching, providing feedback, evaluating progress, and instilling a high performance culture - Owning and driving performance and customer outcomes through the delivery of SLAs and KPIs - Analyzing and interpreting KPI metrics and customer feedback to identify trends and make recommendations for improving efficiencies - Performing regular case reviews and quality assessments of your team - Actively engaging in the release readiness process and evaluating new features and changes - Creating a culture of inclusivity within the team to promote engagement and development opportunities - Partnering with recruitment and training teams to ensure the quality of talent attracted and aligning on onboarding and assessment objectives - Promoting continuous improvements through recognition and feedback within the team - Partnering across the global Support organization and other stakeholders to drive initiatives and model team collaboration Qualifications required for this role include: - 3+ years of prior people management or equivalent experience - 3+ years of experience working in a technical support or customer service environment, preferably in a fast-paced, high-volume technical SaaS environment - Experience in coaching, mentoring, 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 - Ability and desire to learn and develop new skills quickly At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. The company values diverse perspectives and nontraditional paths, encouraging individuals to challenge thoughtfully and care deeply. As an Equal Opportunity Employer, Smartsheet is committed to fostering an inclusive environment and providing equal employment opportunities to all qualified applicants. As a Team Manager, Technical Support at Smartsheet, you will be directly responsible for managing and mentoring a team of globally distributed professionals in providing exceptional customer support experiences. Your core responsibilities will include: - Coaching and developing individuals within the team in their roles as product experts - Participating in improvement efforts across Support - Providing oversight, case/queue management, and insights of the day-to-day operations of your team - Owning and driving towards meeting KPIs/SLAs You will manage and lead a team of globally distributed technical support professionals to provide enterprise-level, post-sales technical support to Smartsheet customers. Your responsibilities will include: - Setting clear objectives, coaching, providing feedback, evaluating progress, and instilling a high performance culture - Owning and driving performance and customer outcomes through the delivery of SLAs and KPIs - Analyzing and interpreting KPI metrics and customer feedback to identify trends and make recommendations for improving efficiencies - Performing regular case reviews and quality assessments of your team - Actively engaging in the release readiness process and evaluating new features and changes - Creating a culture of inclusivity within the team to promote engagement and development opportunities - Partnering with recruitment and training teams to ensure the quality of talent attracted and aligning on onboarding and assessment objectives - Promoting continuous improvements through recognition and feedback within the team - Partnering across the global Support organization and other stakeholders to drive initiatives and model team collaboration Qualifications required for this role include: - 3+ years of prior people management or equivalent experience - 3+ years of experience working in a technical support or customer service environment, preferably in a fast-paced, high-volume technical SaaS environment - Experience in coaching, mentoring, 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 - Ability and desire to learn an