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Smartsheet
Smartsheet
1.001 – 5.000 Angajați
Sponsor pentru viza H1BAsistență medicalăConsultanțăMarketing
Smartsheet oferă o platformă de gestionare a muncii pentru organizarea proiectelor, automatizarea fluxurilor de lucru, coordonarea echipelor și transformarea datelor operaționale în tablouri de bord și rapoarte. Instrumentele sale sprijină cazuri de utilizare precum gestionarea proiectelor, gestionarea portofoliilor IT și gestionarea activităților de marketing în sectoare precum consultanță, sănătate, finanțe și administrație publică. Platforma se conectează, de asemenea, la alte sisteme de afaceri prin integrări și beneficiază de servicii profesionale de consultanță, instruire și implementare. Smartsheet pune accent pe securitate și protecția datelor pentru organizațiile care gestionează activități la scară largă.
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Locurile de muncă ale companiei

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.

INIndiaHibridNormă întreagăSeniorLimbă Obligatorie: englezăSucces tehnic al clienților

Descriere

  • 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

Cerințe

  • 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

Beneficii

  • 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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