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Smartsheet Director, Global Technical Support (Remote Eligible, West Coast) in Bellevue, Washington

Director, Global Technical Support (Remote Eligible, West Coast)

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way todelivertheir very best work. Today, wedeliveraleadingcloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and betterbusiness outcomes.

As Director, Global Technical Supportyou willlead our first-line Customer Support team, ensuring successful service delivery for our customers. This role isessentialtodeveloping and drivingthe strategy for escalation and resolution of inquiries with Smartsheet products and solutions, including 10,000 ft, Brandfolder.

The role reportsdirectly to the VP, Global Support Operations.

You will:

  • Work with the VP of Support and the senior management team ondefining and executinglong-term customer support strategy and processes toscalethe organizationand meet the team'sKPIsand Service Level Agreements

  • Manage the daily global operations of a global tier 1 support team

  • Develop and executeresource and staffing projections to meet customer needs,business objectives, case management (including backlog) and service level agreements

  • Hire to meet the staffing projections working with VP of Global Support Operations on headcount, budget requirements, approvals and with training team toalignon onboarding class schedules

  • Establish metrics and targets to monitor team performance, including appropriate documentation in the resolution of complex technical issues

  • Workcloselywith other support leadership and other departments to manage escalations and customer experience

  • Establish Tier 1 staff job families, career levels,job descriptionsaligned with global Support strategy andbusiness needs, in partnership with the VP of Global Support Operations and HR partners

  • Build andchampiona team environment that fosters, employeegrowth and development, feedback andstrongemployee engagement

  • Champion continuous improvementinitiatives, including development of strategies to improve overall team productivity and programs to improve customer satisfaction

  • Partnercross functionallyto enhance internal procedure to achieve end-to-end service excellence

  • Maintain proficiency with Smartsheet products

  • Partner with HR toalignon employee development and corrective action plans

  • Engage and consult in managing outsource vendors

  • Coach, developand motivate Tier 1 team leaders to achieve successful results and professional growth. Establish cleargoals, expectationsand leadership priorities for the Tier 1 management team

  • Track and analyzecustomer inquiries, trends, product issues, and product enhancement opportunities; Maintain dashboards that report progress for weekly, monthly, and quarterly business reviews

  • Provide feedback to appropriate departments to improve product changes to help reduce support volumes.

You have:

  • 10+ years of customer-facing hands-on experiencein B2B support roles, of which 5 years are in a SaaS company or a related industry/field

  • 7+ years in adirect management role of global technical support teams, including experience managing in a contact support center

  • Ability toimprove operational efficiency through innovation and adopting new ideas and practices

  • Demonstratedexperienceinproviding technical support services based on service level agreement and experienceinmaintaining and exceeding support goals

  • 4+ years managingoutsourced vendors

  • Techniques to analyze problems, develop solutions, build resource forecasts or manage risk

  • Experience using Salesforce, Jira, or similar ticketing systems

  • Worked in an environment supporting enterprise customers and Fortune 500 accounts

  • Ability to traveldomestic and international

Perks & Benefits:

  • 100% employer-paid medical, dental, and vision coverage for full-time employees

  • Equity - Restricted Stock Units (RSUs) Equity with all offers

  • Lucrative Employee Stock Purchase Program (15% discount)

  • 401k Matchto help you save for your future (50% of your contribution up to the first 6% of your eligible pay)

  • Monthly stipend to support your work and productivity

  • 15 days PTO to start, plus Flexible Sick Leave

  • Teleworking options from any registered location in the U.S. (role specific)

  • Up to 24 weeks ofParental Leave

  • Personal paid Volunteer Day to support our community

  • Opportunities for professionalgrowth and developmentincluding access to Audible for Business and LinkedIn Learning online courses

  • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and yourownpersonal Smartsheet account

Smartsheet is an Equal Opportunity Employer committed tofosteringan inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected statusin accordance withapplicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, westriveto build an inclusive environment thatencourages, supports, and celebratesthe diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive,effective, and honest. You're encouraged to apply even if your experience doesn't precisely match ourjob description—if your career path has been nontraditional,that willset you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to beinnovative—join us!

Department

Technical Support

Job Location

Bellevue, WA, USA

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