Customer Support Team Lead
hace 1 semana
This important role will report to a Technical Support Operations leader and is based at Smartsheet Costa Rica.
This role is open to being 100% remote.
Key Responsibilities:
- 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 with focus on teamwork, support excellence and ownership for resolving customer issues
- Set-up, manage and improve standards and procedures within the team
- Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
- Manage the customer support team and individual performance, technical and skills development
- Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
- Review daily priorities and take appropriate action to ensure results are achieved
- Remain aware of new product developments in the area of SaaS technology providing input and tactical direction to the business on customer support and support challenges
- Identify and assist in the resolution of high-priority issues and complex technical issues, including Support Consult and customer escalations
- Assist team with prioritization of responsibilities to team members and coach/provide feedback as needed
- Advocate for customers and define ways to continually add value to the customer experience
- Collaborate on and develop leads to conduct coaching sessions with individuals on your team
- Prepare and deliver performance reviews on defined business rhythm for your team
- Deliver on team goals in line with overall Support goals and Smartsheet objectives
- Establishing individual quality goals for team members in line with Support team goals
- Effectively collaborate with peer managers, internal stakeholders and partners, and shared services teams
About You:
- 5-7 years of experience in a customer service/Technical support setting, with a preference for operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving
- 3-6 years of experiencing in mentoring, managing, or providing feedback to individual contributors
- Excellent end-user interaction and strong written and verbal communication skills
- Ability to present initiatives internally and across the wider business community
- Leadership skills and proven track record as a resource for other team members
- Demonstrated ability to work independently and take ownership of issues or challenges
- Willingness and ability to learn and develop new skills quickly
- Demonstrated ability to manage effectively in an agile support environment
- Ability to train and mentor others on the Support team
- Work effectively with internal enablement teams such as Training Quality and Operations (TQO)
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