Team Manager, Technical Support

3+ years of prior people management or equivalent experience 3+ years experience working in a technical support or customer service environment Experience operating in a fast-paced, high-volume technical SaaS environment Experience with frontline management and working with or leading global teams preferred Experience in coaching, mentoring, managing, and evaluating performance of individual contributors Excellent end-user interaction and strong written and verbal communication skills Leadership skills Demonstrated ability to work independently Ability and desire to learn and develop new skills quickly

Manage a support team to provide Enterprise level, post-sales support to Smartsheet customers Set clear objectives, evaluate progress and instill a high performance culture Set-up, manage and improve standards and procedures within the team Ensure working practices are well defined and operational Manage the customer support team and individual performance, technical and skills development Encourage open communication between team members Review daily priorities and take appropriate action Remain aware of new product developments Identify and assist in the resolution of high-priority issues Assist team with prioritization of responsibilities Advocate for customers and define ways to continually add value Collaborate on and develop leads to conduct coaching sessions Prepare and deliver performance reviews Deliver on team goals in line with overall Support goals and Smartsheet objectives Establishing individual quality goals for team members Effectively collaborate with peer managers, internal stakeholders and partners Perform other duties as assigned