Smartsheet
Smartsheet
Smartsheet एक ऐसा कार्य प्रबंधन प्लेटफ़ॉर्म प्रदान करता है, जो परियोजनाओं को व्यवस्थित करने, कार्यप्रवाहों को स्वचालित करने, टीमों के बीच समन्वय करने और संचालन संबंधी डेटा को डैशबोर्ड तथा रिपोर्ट में बदलने में मदद करता है। इसके उपकरण परामर्श, स्वास्थ्य सेवा, वित्त और सरकारी क्षेत्रों में परियोजना प्रबंधन, आईटी पोर्टफोलियो प्रबंधन और मार्केटिंग प्रबंधन जैसे उपयोग मामलों का समर्थन करते हैं। यह प्लेटफ़ॉर्म एकीकरण के माध्यम से अन्य व्यावसायिक प्रणालियों से भी जुड़ता है और परामर्श, प्रशिक्षण तथा कार्यान्वयन जैसी पेशेवर सेवाओं द्वारा समर्थित है। Smartsheet बड़े पैमाने पर कार्य प्रबंधित करने वाले संगठनों के लिए सुरक्षा और डेटा संरक्षण पर ज़ोर देता है।

Senior Manager, Technical Support — Hybrid in India

Lead distributed technical support teams at Smartsheet, an AI-powered work-management software company. Oversee support operations, customer outcomes, service metrics, and team growth.

विवरण

  • Lead and mentor multiple globally distributed technical support teams
  • Oversee daily team operations and work with Support leaders to achieve targets
  • Coach team members and help them develop product expertise
  • Deliver enterprise post-sales technical support to Smartsheet customers
  • Set objectives, give feedback, assess progress, and build a high-performing culture
  • Take ownership of team performance and customer outcomes through SLAs and KPIs
  • Manage case volumes, reduce backlogs, and improve the support experience
  • Review KPI data and customer feedback to identify trends and recommend efficiency gains
  • Implement strategic priorities established by Support Leadership
  • Conduct recurring case reviews and quality evaluations
  • Support release readiness and assess new features and product changes
  • Foster inclusion, engagement, and opportunities for professional development
  • Recruit team members based on business needs in partnership with recruiting teams
  • Work with Training on onboarding, assessments, and related programs
  • Encourage continuous improvement through recognition and constructive feedback
  • Collaborate with Global Support and other stakeholders on initiatives and shared priorities
  • Report to a Senior Support Manager within the Global Support organization
  • Handle additional responsibilities as assigned

आवश्यकताएँ

  • At least six years of people-management experience or equivalent experience mentoring, managing, or providing feedback to individual contributors
  • At least three years of experience in technical support or customer service
  • Experience in a fast-paced, high-volume technical SaaS environment is preferred
  • Strong critical-thinking and problem-solving abilities
  • Experience with frontline management or leading global teams is preferred
  • Experience coaching, mentoring, managing, and evaluating individual-contributor performance
  • Excellent skills in interacting with end users
  • Strong written and verbal communication skills
  • Leadership ability and a record of serving as a resource for other team managers
  • Ability to work independently and take ownership of issues and challenges
  • Ability and motivation to learn and build new skills quickly
  • Ability to grow with a leading global software product

लाभ

  • A workplace where ideas are heard, potential is supported, and contributions make a meaningful impact
  • Autonomy to explore, challenge conventions, and develop beyond the immediate role
  • An environment that values diverse perspectives and nontraditional career paths
  • Equal employment opportunity within an inclusive workplace
  • Interview accommodations available upon request

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