Senior Manager, Technical Support Operations
San Jose, CR
hace 3 días

Senior Manager, Technical Support Operations (Customer Care)

San Jose, Costa Rica

We are looking for a leader with deep customer care and business operations experience to help Smartsheet evolve our customer care organization.

You will establish and deliver a customer excellence strategy across Smartsheet customer care operations, manage vendor contracts and lead the expansion of our technical support presence in the region.

In , 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 provide a dynamic 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.

You will initially report to the Vice President, Technical Support & Operations.

You Will :

  • Work with our Smartsheet support team to build our support operations in Costa Rica to establish clear and measurable goals for the customer service teams;
  • develop metrics and track achievement of goals, delivering on a global roadmap rooted in Service level agreements and performance measurements

  • Drive case management processes and automation for tiered support in case management system and across the organization
  • Evaluate existing processes and implement redesigns to improve results and efficiency
  • Promote change through continuous improvement initiatives and operational excellence, including driving traffic to self-help tools
  • Work with other leaders across Support and Customer Excellence to provide insight and metrics on historic and anticipated challenges
  • Follow trends and best practices in the industry to identify efficiency and productivity opportunities
  • Manage appropriate budgets and ensure staffing and tier 1 & 2 workforce planning adequately cover customer complaint / inquiry volume within Service level agreements
  • Oversee the training of new hires and ongoing development of team members to provide the level of service that exceeds customer expectations and addresses ongoing training gaps
  • Ensure full compliance with all regulations, compliance, and audit reports
  • Oversee the Quality and change management processes across the global care organization to ensure best customer experience
  • You Have :

  • A minimum of a Bachelor's degree is preferred.
  • 5+ years of customer service and call center operations, including consulting, BPO and call center vendors; you will bring a complete understanding of call center operations, vendor management, service operations, software and cloud-based telephony
  • 5+ years of leadership experience, managing technical customer facing teams in B2B, SaaS business
  • Experience presenting to senior leadership, partnering across lines of business and driving change
  • Established competency in creating and rolling out customer support processes and operating procedures in a SaaS environment
  • Highly developed problem-solving skills, informed leadership judgment and proficiency in using data to identify issues, and implement process improvements
  • Ability to manage multiple priorities and demonstrated success in managing initiatives / projects from concept to deployment
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