Team Manager, Technical Support

For over 20 years, Smartsheet has helped people and teams achieve-well, anything. From seamless work management to smart, scalable solutions, we've always worked with flow. We're building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we're creating space- space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that's magic at work, and it's what we show up for everyday.

We are looking for a Support Team Manager to join the Smartsheet Support team. We are seeking a highly motivated, proactive individual with demonstrated leadership skills interested in enhancing those skills further. You will be responsible for leading and mentoring a team of Support Specialists in providing exceptional customer support experiences to our customers. You will coordinate the day-to-day operations of your team, assist in the queue and with escalations, and work with Support managers to ensure your team is hitting its goals. The successful candidate will be experienced (3+ years) in leading and developing a support team within a Software as a Service environment.

This important role will report to a Team Manager of Technical Support Operations and is based at Smartsheet Costa Rica. This role is open to being 100% remote.

Estimated Breakdown :

• 10% case management (as needed for service level requirements and customer escalations)
• 75% defining coaching plan for team members and coaching for improved behaviors
• 15% Support improvement and cross-team (within support) level development projects

You Will :

You Have :

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Get to Know Us :

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You'll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths-because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you're doing work that stretches you, excites you, and connects you to something bigger, that's magic at work. Let's build what's next, together.

Equal Opportunity Employer :

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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