Senior Technical Support Operations Manager, Smartsheet
$112.5-142.5k
In addition, this role will be eligible for a market competitive incentive opportunity
Dynamic workspace platform for collaboration
Open for applications
Dynamic workspace platform for collaboration
1001+ employees
Open for applications
$112.5-142.5k
In addition, this role will be eligible for a market competitive incentive opportunity
1001+ employees
Company mission
to empower anyone to drive meaningful change — for themselves, their businesses, and the world.
Role
Who you are
- 7+ years of experience in Technical Support Operations, Revenue Operations, or Business Operations in a SaaS environment
- Systems Expertise: Proficiency with Salesforce Service Cloud and integrated operational tools such as WFM and QA platforms
- Analytical Proficiency: Strong capability in capacity modeling and volume forecasting, with the ability to translate data into actionable staffing plans
- Operational Discipline: A track record of formalizing messy processes into documented, repeatable workflows that scale globally
- Collaboration Skills: Experience partnering with Support VPs and Directors to build systems that meet aggressive service level targets without increasing operational friction
What the job involves
- Smartsheet is seeking a Senior Technical Support Operations Manager to focus on the operational architecture required to balance efficiency with a high-quality customer experience
- You will be responsible for the tools and logic that dictate how we staff our teams, how we measure quality, and how we route technical issues
- Your goal is to move the support organization toward a predictive, data-driven model that integrates technical signals into the broader customer retention strategy
- Lead Strategic Roadmap Planning: Partner with the Technical Support senior leadership team to drive the development of quarterly roadmaps and prioritization planning for the technical support organization
- Optimize Support Delivery Process: Own the technical lifecycle of the global support stack, including oversight of Workforce Management and Quality Assurance tools. You will lead the design of scoring rubrics and staffing logic to maintain service level targets across global time zones
- Drive Demand and Capacity Planning: Build the support capacity models used for long-term headcount planning. You will use historical volume data and growth projections to predict future support demand and determine the optimal staffing requirements to meet business needs
- Manage Routing and Tiering Logic: Manage the technical rules, definitions, and workflows that dictate how cases are segmented and routed. You will ensure that technical issues reach the correct internal tiers immediately to minimize resolution time and customer effort
- Operationalize Support-to-Success Handoffs: Design and manage the workflows that pass account risks, expansion opportunities or training gaps identified in support tickets to the appropriate Sales or Customer Success teams. You will ensure these handoffs are automated and trackable
- Automate Premium Entitlements: Manage the technical integration of appointment scheduling systems for premium offerings. You will define the logic that verifies a customer’s entitlement in Salesforce before allowing access to specialized support sessions
- Establish Product Feedback Loops: Partner with Product and Engineering to formalize the process for surfacing the voice of the customer sentiment, technical friction points and common product issues. You will provide the data-driven insights needed to influence the product roadmap and reduce support volume at the source
Our take
With teams increasingly moving to remote work across many industries, companies have been reaching for tools to keep operations smooth and communications open. Founded in 2005, Smartsheet is a cloud-based work management platform helping a vast range of companies, from small businesses to large enterprises, plan, track, and report on work.
Like other team collaboration software companies, such as Lucid and Atlassian, Smartsheet saw strong growth in the early 2020s and achieved 17% year-on-year revenue increases through 2025. If the company can maintain this success, it stands to make real gains in a global team collaboration market expected to be worth about $20 billion by 2028.
Smartsheet has embedded itself across various industries, with deep integrations with applications from the likes of Salesforce, Atlassian, Google, and Microsoft, making it the first work management sector Unicorn to reach $1 billion in recurring annual revenue in 2024. Thanks to its successes, it was bought by Blackstone and Vista Equity Partners for $8.4 billion in 2025 with an eye on further international scaling, leveraging the reach of its new parent companies.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2017
$60.9m
SERIES F
May 2014
$35m
SERIES E
Total funding: $128.3m
Company benefits
- 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 (role specific)
- 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
- US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
- US employees receive 12 paid holidays per year
Company HQ
West Bellevue, Bellevue, WA
Leadership
Mark Mader
(President & CEO)Having studied at Dartmouth, Mark spent 2 years as a Greenwich Associates Research Associate before 10 years at Onyx Software. They then founded Smartsheet in 2005 as CEO.
Brent Frei
(Founder & Board Member)Brent worked at Motorola and Microsoft for 4 years before founding Onyx Software in 1994 and Smartsheet in 2005. They have been a Board Member since, alongside working as CEO of TerraClear.
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