[Hiring] Sr. Director, Customer Support Operations at Smartsheet

Job Overview

Job Description

As a proven, strategic leader,  the Sr Director of Global Customer Support Operations, you will be responsible for managing a group of highly skilled operational support managers and delivery of key strategic projects, forecasting, data analysis, and internal escalations. You will report to the Head of Customer Support within our Customer Excellence organization.

A top priority will be to organize all support telemetry data into meaningful dashboards, hold others accountable to performance targets, build predictability signals, manage critical field and product escalations to resolution, and increase customer case deflections with innovative process, AI, and tool strategies. You will own the creation, building and scaling of the Support Operations strategy while working with Support leadership to empower our support agents with appropriate product training and case handling behaviors to improve Customer Satisfaction and reduce case handling time.

A top priority of the Smartsheet Customer Support team is turning a customer who contacts us with an issue into a raving fan. We are a primary channel of the “voice of the customer” for the rest of the company, with strong monitoring, case data and customer sentiment inputs.

You Will: 

  • Create and own the building and execution of a scalable support operations model that helps the global delivery team achieve or exceed targets
    Lead a technical team of support escalation agents specific for field or product escalations requiring more than 1 day engagement from traditional support teams
  • Create  an environment of innovation and continual improvement to re-imagine Support delivery outcomes to our customers.
    Lead highly complex cross functional transformational projects across the global support organization
  • Represent the voice of the customer and support organization in weekly cross functional escalation meetings and with weekly product accountability sessions
  • Generate a Community strategy focused on empowering customers with easier accessibility to knowledge articles, community forums, and self-help mechanisms to deflect support cases
  • Successfully partner with internal systems for enabling strategies around AI, Phone, Chat, and in-app customer support interactions
  • Own support related AI System Admins focused on enabling agents with efficiency gaining tools and with Product & Community leaders for customer AI assistance
  • Provide 100% QA coverage of all customer support interactions with added coaching, trends analysis, and customer sentiment scoring
  • Design and implement a customer predictive model identifying users and/or accounts at risk
  • Manage all learning & development activities across the entire Support organization globally to ensure consistency in customer experience and appropriate skill levels for all support agents
  • Create feature specific help articles to be used in customer education from a support agent or within self-help functions
  • Collaborate with company executives to deliver the Support AI framework, work directly with system providers, and maintain features upon release
  • Manage all customer support 3rd party providers and ensure relationships, targets, and accountability remain positive
  • Utilize agent telemetry data for forecasting demand across all support channels and the availability of support resources
  • Consistently provide insights and recommendations for identified areas of opportunity within the support organization
  • Operate as the primary point of contact between support and other key stakeholders such as HR, Finance, Reporting, IT, and Communications
  • Drive a culture of supporting our customers with increased empowerment motions beyond expected ‘break-fix’ and into ‘empowerment’ activities
  • Emphasize and hold both teams and individuals accountable for achieving customer oriented indicators such as Customer Satisfaction (CSAT) scores, First Response Time (FRT), and Time to Resolution (TTR)
  • Recruit and inspire a team of Support professionals globally dispersed across multiple geographies of Americas, Europe, and Asia that collaborates on support cases.
  • Interact across the organization and engage with various levels of contributors from support agents to executive roles
  • Analyze a variety of data sources to manage and improve KPIs relevant to our team’s mission
  • Persuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationships
  • Collaborate with leadership peers to identify operational efficiencies and lead transformation initiatives
  • Build a strong relationship with the Product team and provide valuable insights gathered from customer interactions
  • Participate in leadership and customer meetings including up to 25% travel
  • Provide coaching and guidance to help the support organization excel and build a work environment that draws people to the team
  • Provide strategic planning and forecasting of support performance goals and objectives with corresponding action plans and change management
  • Other duties as assigned.

You Have: 

  • 15+ years of experience with
    • 8+ years of experience as a  leader or leaders preferred
    • 7+ years technical support-related call center experience or equivalent
  • Proven track record of leading support teams and creating collaborative relationships with peers
  • Implemented SaaS technology in large enterprise settings as a leader of customer or services teams
  • Understanding of SaaS organizational and operational constructs including Product, engineering, support, success, sales, services
  • Ability to quickly establish trust and to influence others, both internally and externally
  • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
  • Strong data-driven decision making skills, and process oriented mindset
  • Knowledge of Lean, Six Sigma, and continuous improvement approaches
  • Ability to identify risks and dependencies and put in place plans to mitigate them
  • Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times
  • Ability to deal with ambiguity, utilize robust problem solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels
  • Exceptional business acumen and world-class presentation and customer interaction skills that have been acquired through deep technical knowledge and well-developed process management
  • Goal orientation to drive progress for each customer through each interaction
  • Experience building, leading or teaming with teams similar to Smartsheet support at a mature technology company, optional but highly desired
  • Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite optional but highly desired
  • Knowledge of the Smartsheet platform optional but highly desired
  • Available for travel as necessitated by role.
  • Experience in managing in 24x7x365 environment.
  • Experience in engaging with a centralized Workforce Management function.
  • BA/BS degree preferred.

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) for eligible roles
  • 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
  • US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
  • US employees receive 12 paid holidays per year
  • 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, local retail discounts, and your own personal Smartsheet account
  • Teleworking options from any registered location in the U.S. (role specific)

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. California & New York: $189,000 to $264,600 | All other US States: $175,000 to $245,000

Get to Know Us:

At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. 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 empower everyone, everywhere to change the way the world works—join us