Director, Tier 1 Support Delivery (Remote Eligible, West Coast)

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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 team, 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, Brandfolder.
The 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
  • Manage the daily global operations of a global tier 1 support team
  • Develop and execute resource and staffing projections to meet customer needs, business objectives, case management (including backlog) and service level agreements
  • Hire to meet the staffing projections working with VP of Global Support Operations on headcount, budget requirements, approvals and with training team to align on onboarding class schedules
  • Establish metrics and targets to monitor team performance, including appropriate documentation in the resolution of complex technical issues
  • 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
  • Partner cross functionally to enhance internal procedure to achieve end-to-end service excellence
  • Maintain proficiency with Smartsheet products
  • Partner with HR to align on employee development and corrective action plans
  • 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
  • Track and analyze customer inquiries, trends, product issues, and product enhancement opportunities; Maintain dashboards that report progress for weekly, monthly, and quarterly business reviews
  • Provide feedback to appropriate departments to improve product changes to help reduce support volumes.
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
  • 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
  • 4+ years managing outsourced vendors
  • Techniques to analyze problems, develop solutions, build resource forecasts or manage risk
  • Experience using Salesforce, Jira, or similar ticketing systems
  • Worked in an environment supporting enterprise customers and Fortune 500 accounts
  • Ability to travel domestic and international

Perks & Benefits:

  • 100% employer-paid medical, dental, and vision coverage for full-time employees
  • Equity - Restricted Stock Units (RSUs) Equity 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
  • 15 days PTO to start, plus Flexible Sick Leave
  • Teleworking options from any registered location in the U.S. (role specific)
  • Up to 24 weeks of Parental Leave
  • Personal paid Volunteer Day to support our community
  • Opportunities for professional growth and development including access to Audible for Business and LinkedIn Learning online courses
  • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account

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!

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