Global Technical Support Team Lead

Smartsheet; United States; Remoto; USD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

Smartsheet is seeking a Team Manager, Technical Support to lead and mentor a globally distributed group of enterprise support professionals. You will drive performance, coaching, and career development while ensuring exceptional customer outcomes and adherence to KPIs and SLAs.

You will report to a Sr Support Manager within the Global Support team and partner with cross-functional stakeholders to improve support experiences and scale operations as Smartsheet continues to grow in a fast-paced

Competenze

• 3+ years of people management experience in a software environment.
• 3+ years of experience in technical support or customer service, preferably SaaS.
• Experience leading global teams and coaching for performance.

Mansioni

• Lead and mentor a globally distributed technical support team to deliver enterprise-level post-sales support.
• Set objectives, coach, provide feedback, and drive a high-performance culture focused on teamwork and customer excellence.
• Own performance against SLAs and KPIs and drive improvements in support experiences.

Conoscenze

People management

SaaS support

KPI/SLAs

Descrizione del lavoro

Smartsheet is seeking a Team Manager, Technical Support to lead and mentor a globally distributed group of enterprise support professionals. You will drive performance, coaching, and career development while ensuring exceptional customer outcomes and adherence to KPIs and SLAs.

You will report to a Sr Support Manager within the Global Support team and partner with cross-functional stakeholders to improve support experiences and scale operations as Smartsheet continues to grow in a fast-paced