Customer Support Team Lead

hace 1 semana


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

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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