Technical Support Leadership Position

hace 3 días


San José, San José, Costa Rica Smartsheet A tiempo completo

Job Overview

At Smartsheet, we're looking for an experienced Technical Support Leader to join our team. In this role, you'll have the opportunity to lead a globally distributed team of technical support professionals, providing enterprise-level post-sales technical support to our customers.

About the Job

We're seeking a seasoned professional with 3+ years of people management experience and a background in technical support or customer service. You'll be responsible for managing and leading your team to achieve performance and customer outcomes through delivery of SLAs and KPIs.

Key Responsibilities

  • Manage and lead a team of technical support professionals to provide enterprise-level post-sales technical support to Smartsheet customers.
  • Set clear objectives, coach and provide feedback, evaluate progress, and instill a high-performance culture with a focus on teamwork, customer excellence, and ownership for resolving customer issues.
  • Own and drive performance and customer outcomes through the delivery of SLAs and KPIs.
  • Leverage the strengths of your team to maintain case volume, reduce backlog, and deliver improvements to Support experiences.
  • Analyze and interpret KPI metrics, customer feedback, to identify trends and make recommendations for improving efficiencies.

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