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Smartsheet
Smartsheet
1,001 – 5,000 Employees
H1B Visa SponsorConsultingHealthcareMarketing
Smartsheet provides a work management platform for organizing projects, automating workflows, coordinating teams, and turning operational data into dashboards and reports. Its tools support use cases including project management, IT portfolio management, and marketing management across sectors such as consulting, healthcare, finance, and government. The platform also connects with other business systems through integrations and is supported by professional services covering consulting, training, and implementation. Smartsheet emphasizes security and data protection for organizations managing work at scale.
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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.

INIndiaHybridFull-timeSeniorEnglish RequiredTechnicalCustomer Success

Description

  • 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

Requirements

  • 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

Benefits

  • 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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