Sr. Technical Support Operations Manager
Smartsheet is seeking a Sr. Technical Support Operations Manager to enhance the operational framework that balances efficiency with a high-quality customer experience. This role involves managing the tools and processes that dictate team staffing, quality measurement, and technical issue routing. The objective is to transition the support organization toward a predictive, data-driven model that integrates technical signals into the broader customer retention strategy.
Key responsibilities include leading strategic roadmap planning in collaboration with senior leadership, optimizing the global support stack by overseeing Workforce Management and Quality Assurance tools, and designing scoring rubrics and staffing logic to maintain service level targets across global time zones. The role also involves building support capacity models for long-term headcount planning, managing routing and tiering logic to ensure efficient case segmentation, and operationalizing workflows that pass account risks and opportunities identified in support tickets to appropriate teams. Additionally, the manager will automate premium entitlements and establish product feedback loops to influence the product roadmap and reduce support volume at the source.
The ideal candidate will have over seven years of experience in Technical Support Operations, Revenue Operations, or Business Operations within a SaaS environment. Proficiency with Salesforce Service Cloud and integrated operational tools such as Workforce Management and Quality Assurance platforms is essential. Strong analytical skills in capacity modeling and volume forecasting, a track record of formalizing processes into scalable workflows, and experience collaborating with Support VPs and Directors to meet service level targets without increasing operational friction are also required.
Smartsheet offers a competitive base salary range of $112,500 to $142,500 USD, determined by factors including professional and educational experience, skills, and specific candidate location. Additional benefits include employer-subsidized medical, vision, and dental coverage, a 401k match, a monthly stipend to support work and productivity, flexible time away programs, life insurance, short-term and long-term disability plans, paid holidays, parental leave, a personal paid volunteer day, opportunities for professional growth and development, company-funded perks, and teleworking options from any registered location in the U.S., depending on the role.