Team Manager, Technical Support at Smartsheet

San José, San José Province, Costa Rica

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

3+ 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

Responsibilities

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
Effectively collaborate with peer managers, internal stakeholders and partners, and shared services teams
Perform other duties as assigned

Skills

Key technologies and capabilities for this role

Team ManagementCustomer SupportLeadershipCoachingSaaSCase ManagementEscalationsPerformance ManagementSupport Operations

Questions & Answers

Common questions about this position

Is this role remote-friendly?

Yes, this role is open to being 100% remote and is based at Smartsheet Costa Rica.

What experience is required for this position?

The role requires 3+ years of experience leading and developing a support team within a Software as a Service (SaaS) environment, along with demonstrated leadership skills.

What is the salary range for this Team Manager role?

This information is not specified in the job description.

What does the daily work breakdown look like for this role?

The estimated breakdown is 10% case management, 75% defining coaching plans and coaching team members, and 15% support improvement and cross-team development projects.

What makes a strong candidate for this Support Team Manager position?

A strong candidate is highly motivated, proactive, with demonstrated leadership skills and interest in further development, plus experience managing support teams in a SaaS environment to instill high performance, teamwork, and customer ownership.

Smartsheet

Cloud-based work management and automation software

About Smartsheet

Smartsheet provides work management and automation solutions through its cloud-based platform, which helps businesses streamline operations, manage projects, and enhance collaboration. Users can create, share, and manage workflows that are customizable to fit their specific needs. The platform integrates with popular applications, making it a versatile tool for various industries, including technology, healthcare, finance, and education. Unlike many competitors, Smartsheet offers a subscription-based model with multiple pricing tiers, catering to both small businesses and large enterprises. The company aims to improve efficiency and productivity for its clients while providing extensive support and learning resources to help users maximize the platform's potential.

Bellevue, WashingtonHeadquarters

2005Year Founded

$121.2MTotal Funding

IPOCompany Stage

Enterprise Software, EducationIndustries

1,001-5,000Employees

Benefits

Health and wellness benefits - From sick days to mental health services, we support you. We provide company-sponsored comprehensive healthcare coverage and well-being benefit programs so you can take care of your whole self.

Time away - We want you to find time for what matters to you. We offer a variety of programs so you can recharge and reconnect, including paid time off for company holidays, vacation, volunteering, military leave, and parental bonding.

An investment in your future - We help you plan for the dreams you’re working toward. We offer every employee competitive pay, retirement contributions, stock awards, and an employee stock purchase program.

Perks and discounts - It's the details that make life easier. From discount programs and an allowance for work-related expenses, to medical concierge (U.S. only) and caregiver services, we help set you up for success both at work and outside of it.

An inclusive environment - We strive to foster a culture of belonging that is rooted in respect for all people. We believe that by celebrating diversity of voices and experiences, and by creating equitable opportunities for our team, customers, and communities, we enable people to do and be their best.

Continuous learning - We know that when you’re growing, so are we. That's why we provide opportunities to develop on the job through internal mobility, virtual learning, and a variety of development programs.

Risks

Competition from Atlassian could impact Smartsheet's market share.

The acquisition by Vista Equity Partners may disrupt current operations.

Challenges in AI integration with AWS could affect feature rollout and adoption.

Differentiation

Smartsheet offers a highly customizable platform for tailored workflow solutions.

The platform integrates seamlessly with popular apps, enhancing its versatility.

Smartsheet's AI capabilities, developed with AWS, position it as a market leader.

Upsides

Increased demand for remote work solutions boosts Smartsheet's growth potential.

The subscription model provides a steady revenue stream for continuous service improvement.

Recognition as a leader in the Gartner Magic Quadrant enhances Smartsheet's market credibility.

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