Director, Global Technical Support (Remote Eligible)

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.

As Director of Global Tier 1 Support Operations, you will lead our first-line Customer Support teams including international in-house, Outsourced and nearshore support centers, ensuring successful service delivery for our customers. This role is essential to developing and driving the strategy for escalation and resolution of inquiries with Smartsheet products and solutions, including 10,000 ft, and Brandfolder.

This role reports directly to the VP, Global Support Operations.

You Will:

• Work with the VP of Support and the senior management team on defining and executing long-term customer support strategy and processes to scale the organization and meet the team's KPIs and Service Level Agreements
• Build and lead a high-performing engaged global team including outsourced and nearshore teams by balancing strong execution on day-to-day responsibilities in conjunction with with the long-term roadmap goals
• Track and analyze customer inquiries, trends, product issues, and product enhancement opportunities; Maintain dashboards that report progress for weekly, monthly, and quarterly business reviews
• Develop and scale Service Delivery and operations Metrics, KPIs and SLAs.
• Develop and execute resource and staffing projections to meet customer needs, business objectives, case management (including backlog) and service level agreements
• Work closely with other support leadership and other departments to manage escalations and customer experience
• Establish Tier 1 staff job families, career levels, job descriptions aligned with global Support strategy and business needs, in partnership with the VP of Global Support Operations and HR partners
• Build and champion a team environment that fosters employee growth and development, feedback and strong employee engagement
• Champion continuous improvement initiatives, including development of strategies to improve overall team productivity and programs to improve customer satisfaction
• Maintain proficiency with Smartsheet products
• Engage and consult in managing outsource vendors
• Coach, develop and motivate Tier 1 team leaders to achieve successful results and professional growth. Establish clear goals, expectations and leadership priorities for the Tier 1 management team
• Partner with HR to align on employee development and corrective action plans
• Conduct regular meetings with internal teams to discuss project status, discuss/resolve issues and drive ownership & resolution
• Partner with cross-functional partners and stakeholders to ensure workflows, documentation and playbooks are well defined to enable the best service delivery
• Partner with cross-functional partners to drive automated solutions through continuous process improvement
• Understand business vision and proactively determine strategies to support the business achieving their goals
• Drive innovation in all support teams to streamline process that increase the effectiveness of the team
• Evaluates potential solutions, implements in consultation with users, demonstrates all features, gathers requirements for IT related systems, and works with cross-functional teams to manage systems

You Have:

• 10+ years of customer-facing hands-on experience in B2B support roles, of which 5 years are in a SaaS company or a related industry/field
• 7+ years in a direct management role of global technical support teams, including experience managing in a contact support center
• Track record of transforming and running an enterprise grade, localized and SLA based daily global operations of a global tier 1 support team
• Ability to improve operational efficiency through innovation and adopting new ideas and practices
• Demonstrated experience in providing technical support services based on service level agreement and experience in maintaining and exceeding support goals
• Track record of launching and running localized support operations in other countries
• 4+ years managing outsourced vendors with launching at least one in house support center location from scratch
• Worked in an environment supporting enterprise customers and Fortune 500 accounts
• Ability to travel domestic and international
• Ability to work independently or collaboratively in a fast-paced environment
• Ability to explain Smartsheet products
• A basic grasp of and comfort using cloud applications
• Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks
• Confidence and strong interest in problem-solving
• Excellent interpersonal and communication (written & verbal) skills, both internally and customer-facing
• Experience working with ticketing / CRM tools, Salesforce/Service Cloud a plus
• Ability to efficiently prioritize tasks while keeping both customer impact and business needs in mind
• Ability to accurately and empathetically recognize and respond accordingly to how any single issue is affecting a customer(s)

Perks & Benefits:

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) with all offers
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us!