Domestic and International travel, great benefits, and a huge opportunity to lead a quickly growing and evolving team-- just a glance at what could be in your future as a Support Team Manager at Smartsheet!

As a Support Team Manager, you will report to the Senior Director of Support in our Boston office and manage up to 16 full-time Technical Customer Support Specialists, some of whom may be in a remote location. Your critical responsibilities will include coaching your frontline team to act as product experts, reporting and acting on employee performance, and participating in process and customer experience improvement efforts across the team.

Our team currently consists of on-site groups in our Bellevue and Boston offices with additional team members in the field. In this role, you'll have the unique opportunity to spend between 5 and 10 weeks traveling to meet teammates in Boston and Edinburgh, Scotland!

At a glance, here's what we need you to do in Year 1:

• Become Smartsheet Product Certified and join your Frontline team in handling customer cases over email, phone, and chat--frequently during your first month and as needed on an ongoing basis. Ramping quickly on our team's processes and tools will be critical to your success.
• Create performance plans, participate in a quarterly 9-Box review process, and develop career path strategies for top performers on your team. You need to be able to plan and hold biweekly 1:1 meetings for your team members that focus on the Support team's Key Performance Indicators.
• Hire top talent within hiring deadlines in collaboration with your recruiting team. Our team is growing quickly, and it's likely that you'll participate in hiring during your first six months. You should be driven to raise the talent bar with every hire.
• Identify and execute a workflow or process improvement project related to our team's overall objectives. We'll give you resources, like a Lean Sigma Yellow Belt certification, but we need you to bring high standards, great organizational skills, and a strong ability to prioritize urgent tasks.
• Our team strives for continuous improvement; if we see something that can be fixed, we leave it better than we found it. In a manager role on the Smartsheet Support team, you'll be given the resources and responsibility to take on major improvement objectives from Day 1. 

You should also know:

Having previous leadership or management experience is critical for success in this role, particularly if that experience is in customer or technical support management. Experience in Process Improvement disciplines such as Six Sigma or Agile Process Management would also be helpful. Cloud-based industry certifications would also be nice to have, as we are currently assessing our Certification needs with our learning path criteria.

Benefits & Perks:

Take advantage of Smartsheet's lucrative incentive plans and competitive base salary. Additionally, we offer comprehensive medical/dental/vision with fully paid premiums for you and your dependents, fifteen vacation days per year to start (with unlimited rollover), flexible sick time, 10 paid holidays, paid parental leave, 401k, tax-free funds for parking or your commute, adjustable desks, crazy fast computers, and dual monitors for everyone.

Smartsheet is an Equal Opportunity Employer. Individuals seeking employment at Smartsheet are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.