Sr. Technical Support Operations Manager

Smartsheet

Remote, US
Base: $112,500 - $142,500 usd; bonus/equity: marke...
Remote
7+ years technical support operations experience
Salesforce service cloud proficiency
Workforce management and qa tools expertise
Smartsheet is looking for a Sr. Technical Support Operations Manager to optimize their technical support operations and enhance customer experience through data-driven decision-making. The ideal candidate will have significant experience in SaaS environments, particularly with technical support processes and tools

Job Summary

  • The role focuses on building the operational architecture to balance efficiency with high-quality customer experience in a SaaS environment.
  • You will drive demand and capacity planning by using historical data to predict future support demand and determine optimal staffing requirements.
  • Smartsheet offers competitive benefits including employer-subsidized medical coverage, a 401k match, and up to 24 weeks of parental leave.

Matching Summary

Match Score: 85

Smartsheet is looking for a Sr. Technical Support Operations Manager to optimize their technical support operations and enhance customer experience through data-driven decision-making. The ideal candidate will have significant experience in SaaS environments, particularly with technical support processes and tools.

Salary

Base: $112,500 - $142,500 USD; Bonus/Equity: Market competitive incentive opportunity; Benefits: Employer subsidized medical/vision/dental, 401k match, paid holidays, parental leave

Skills & Requirements

Must-have

  • 7+ years Technical Support Operations experience
  • Salesforce Service Cloud proficiency
  • Workforce Management and QA tools expertise
  • Capacity modeling and volume forecasting
  • Global support stack lifecycle ownership

Nice-to-have

  • Experience with premium entitlement automation
  • Strong collaboration with Product and Engineering
  • Ability to formalize messy processes into workflows
  • Data-driven insights for product roadmap influence

Key Requirements

  • 7+ years experience in Technical Support or Revenue Operations
  • Proficiency with Salesforce Service Cloud and WFM tools
  • Strong analytical capability in capacity modeling

Work Rights

Not specified

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