Job Description
For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.
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
Get to Know Us:
At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
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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