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kpi customer support people management saas coaching📋 Description
- Manage a globally distributed technical support team delivering enterprise post-sales support.
- Set objectives, coach, provide feedback, and maintain a high-performance culture.
- Own performance and customer outcomes via SLAs and KPIs.
- Leverage team strengths to manage case volume, backlog, and experience improvements.
- Analyze KPI metrics and customer feedback to identify trends and drive efficiency.
- Collaborate with Support Leadership on release readiness and feature changes.
🎯 Requirements
- 3+ years of people management or mentoring in a SaaS environment.
- 3+ years in technical support or customer service in fast-paced SaaS.
- Experience leading global teams; frontline management preferred.
- Excellent end-user interaction and strong written and verbal communication.
- Leadership with a track record as a resource for other managers.
- Ability to learn quickly and grow with a leading global software product.
🎁 Benefits
- Equal Opportunity Employer committed to an inclusive environment.
- Work with a global, distributed Support team.
- Growth opportunities within Smartsheet’s leading SaaS product.
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