Support Operations Manager

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

As a Support Operations Manager (SOM), you will be responsible for directly managing a team of Tier 1 Support Team Managers and/or Leads, evaluating and elevating the performance of them and their teams.  Your responsibilities will include coaching your Tier 1 teams to act as product experts, reporting and acting on employee performance, and participating in improvement efforts across the team. Our team strives for continuous improvement; if we see something that can be fixed, we'll leave it better than we found it. You’ll be given the resources, opportunity, and responsibility to make a difference from Day 1.

You will report to the Director, Global Support Operations. This position is fully remote eligible.

You Will:

• Work with the Director, Global Tier 1 Support Operations, to scope strategic goals from conception to implementation across the global team
• Develop and support your Team Managers and their teams to success, giving clear direction, sharing objectives and priorities whilst driving accountability for performance across the team 
• Analyze and interpret KPIs/SLAs and ongoing Customer feedback, pulling out trends and making recommendations
• Recruit to business needs, alongside recruitment partners, shaping and iterating to ensure the quality of talent attracted
• Partner with the training team aligning on onboarding objectives and programs, through feedback and effective communication whilst sharing any skill gaps across Tier 1
• Drive performance and customer outcomes through the delivery of SLAs and KPIs
• Strategize to maintain case volume, reduce backlog and deliver improvements in the model
• Constantly seek opportunities to deliver improvements both locally and across the global team
• Partner with the Escalation Team to resolve complex cases beyond Tier 1 scope of capability, taking any applicable learning and sharing with the global team
• Create a culture of inclusivity, recognising the strengths that individuals bring to the team and ensuring development opportunities are available
• Encourage ongoing recognition and feedback 
• Foster global cross-team collaboration
• Partner with People BPs to create and implement engagement strategies, taking action on feedback and sharing improvements delivered
• Work closely with your peers globally to drive initiatives, share ideas and role modeling collaboration
• Within your first month you will become Smartsheet Product Certified and be fully educated on Support offerings including Pro Desk and Premium support.  You will join your Tier 1 teams in handling customer cases over email, phone, and chat frequently over your first month. Ramping quickly on our team's processes will be essential to your success.

You Have:

• 2nd line management experience is essential for success in this position
• 7+ years of experience in customer service/Technical support management, with a preference for prior experience operating in a fast-paced, high-volume technical SaaS environment
• Experience in mentoring, managing, and evaluating performance of 1st line managers
• 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

Perks & Benefits:

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) with all offers
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to 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
• Flexible Time Away Program, plus Incidental Sick Leave
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific) 

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable 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, we strive to build an inclusive environment that encourages, supports, and celebrates the 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 our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us!