Global Support Community Manager (Remote Eligible)

Job Description

Global Support Community Manager
at Smartsheet | Remote, United States

Smartsheet Customer Support is looking for a Community Manager to manage daily operations of and provide support for the strategic vision of the Smartsheet Online Community. The Online Community is a public forum where Smartsheet customers find answers to support questions, are exposed to new ways to use Smartsheet, and find inspiration from peers. You will focus on the technical support utility of the Smartsheet Community, and partner closely with Smartsheet marketing to provide a world-class Community resource for our global customers.

As Smartsheet continues to grow, the Smartsheet Online Community is a key component of our technical support strategies that help scale the business to meet customer demand. You will help us develop and expand our strategy to include global audiences. You'll partner with the English language Support Community Manager and the Marketing Community Manager to develop and execute on strategies that meet the Support needs of specific, regional audiences.

Because an online community is only as valuable as its content, your ability to guide and direct moderators, your technical acumen, your passion for connecting our growing global customer base with the right information in a timely way, and your diligence and attention to detail will be vital to ensure the success of this support channel. In your role, you also surface data and insights from reports and observations, and use them to make recommendations to improve the overall self-service content portfolio.

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 Senior Support Manager located in our Bellevue, WA office.

You Will:

• Provide strategic direction and lead the effort to ensure that our online Community platform and our Support processes are ready to support customers in languages other than English (starting with German language)
• Be a platform business owner and help manage the vendor relationship
• Moderate all support-related German language posts and queries
• Build strategies for how to scale non-English moderation tasks as demand dictates
• Work with the Support training, quality, and operations teams to ensure that the Community channel is adequately staffed, that moderators are productive, and that a standard of quality is established and maintained
• Monitor the daily operational health of the Support-focused areas of the Smartsheet Online community
• Work directly in the Community to perform moderation tasks such as:
• Review new content posted to the Community and ensure that it meets standards for technical accuracy and Smartsheet best practices
• Respond directly to posts or comments as needed; or escalate posts to Subject Matter Experts (SMEs) within Support to ensure that customer satisfaction with Community meets established standards
• Monitor the conversations to identify trends that may indicate service-impacting events (SIEs) or other customer-impacting technical issues that surface in the community, and follow defined processes to escalate those to the appropriate tech support channels
• Flag and handle instances of abuse or misuse and take appropriate corrective action
• Drive question resolution by providing responses, solutions, and selecting "best answers"
• Respond to queries about the platform or reports of abuse (this is handled via a special email Inbox)
• Contribute to Community-related internal process documentation and ensure that it is kept current
• Report on trends and progress toward key performance indicators (KPIs)
• Influence the Community product roadmap by working with partners across Smartsheet (technical platform owners and Product Marketing Managers) to ensure best-in-class platform functionality
• Stay current on trends in Community support to ensure that the Smartsheet Community experience remains world-class and relevant
• Stay current with the Smartsheet line of products and with how our customers use them

You Have:

• Eight (8) or more years of experience in a customer support or customer service role
• Fluency in German and English (other languages are a plus)
• Experience launching and running one or more technical support communities that support multiple languages
• Two (2) or more years experience managing an online technical community (or significant experience moderating a community, plus experience in a customer technical support role)
• A working knowledge of Support staffing and quality methodologies
• A demonstrated understanding of the features and functionality of online forums, how they work, and what makes them useful
• Experience using advanced features of a Community platform such as Higher Logic, InSided, Vanilla, or Salesforce Community
• A passion for using data to make decisions and to recommend transformative actions
• Excellent written and verbal communication skills in German and English; preference given to those who have a demonstrated skill in technical forum participation

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 encouraging an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status following 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 build an inclusive environment that encourages and supports 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, to set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be creative—join us!

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