Smarsheet is looking for an experienced leader to provide vision and direction to our product supportability and support self-service programs. As the Director of Supportability and Self-Service you will be chartered with ensuring release readiness and developing scalable solutions that reduce Smartsheet's overall cost to serve. You will have enormous potential to improve customer-facing experiences and product team roadmaps. Your team's output will equip customers and support specialists alike with resources that help them to both self-serve and feel well served.
In this role you have an opportunity to build—you'll start from a solid foundation of existing internal and customer-facing self-service channels and you'll be empowered to expand on them. You'll guide a small team of Program Managers tasked with promoting release readiness, supportability, and customer experience. As Smartsheet looks to grow its business internationally, you'll have the chance to extend the work of your team to ensure that it's suitable for use in other global markets. The best part: you'll have at your disposal an accomplished and motivated team ready to help you implement your vision. Main focus areas in this role include content and delivery channels that help with incident reduction through self-service (Help, eLearning, Community), chatbot, support portal development, and internal knowledge and content management.
This is a new position at Smartsheet and people at all levels will look to you to help provide a clear path forward for processes and solutions that create impactful change. Aligning with industry best practices that are grounded in known methodologies and data will be important, but there's also room for experimentation and innovation.
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.
You will report to our Vice President of Technical Support and Operations.
You Will:
- Help create the vision and lead programs focusing on proactive and predictive solutions (auto-healing, deflection, self-service automation), and reactive measures (bug fixes)
- Construct evidence-based business cases to influence required engineering changes
- Ensure that the Support organization is ready to support Smartsheet customers at each release
- Lead continuous improvement in our Customer Support self service experience (Community, Self service portal, Chat, Chatbot to name a few)
- Lead your team in identifying opportunity gaps for supportability and self-service; then, work with your team and collaborate with partners to fill the gaps
- Lead and grow a small team of high performing individuals to help reduce the cost of supporting Smartsheet customers (think "Tier 0")
- Foster an environment of collaborative work and empower your team to achieve measurable results
You Have:
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Minimum of 10 years experience that includes:
- 8+ years of experience as a people manager
- 7+ years technical support-related call center experience or equivalent
- A strong understanding of key performance indicators (KPIs) for a Support organization and for self-service success
- A working knowledge of technologies used for customer self-service and education (help centers, support portals, chatbot, Community, and eLearning/LMS)
- Experience leading teams in the development of global solutions, and a working knowledge of localization tools and best practices
- Foundational knowledge of content and knowledge management methodologies such as Knowledge Centered Service (KCS)
- Direct, hands-on experience creating strategy and launching customer self service solutions like Customer Portal, Community, Chat, and Chatbot
- Experience creating programs to identify and mitigate top support issues that inflate case volume and impact customer experience
- Experience defining and running global support readiness programs aligned with product releases and GTM launch plans
- Expertise using customer data to drive change (in products, processes, and services)
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) 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
- Flexible Time Away Program, plus Incidental Sick Leave
- 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, primary care membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)
Equal Opportunity Employer:
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!
