Sr. Supervisor, Technical Support

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary

Senior Supervisor role as part of Global Technical Support leadership team. Will lead regional team responsible for supporting our mobile capture applications and archival platform. Responsible for operational support delivery, customer satisfaction, and service excellence. Key focus areas include SLA adherence for response and resolution, support readiness, and talent development. Collaborates closely with adjacent cross-functional teams to drive resolution of escalated issues and related customer communications. Promotes awareness and adoption of self-service offerings to leverage knowledge reuse and rapid resolution. 

How will you contribute?

• Leads frontline or backline support delivery team, ensuring adherence to SLAs/SLOs, while driving an exceptional experience for Smarsh customers and partners.
• Ensures consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Services) in the workflow.
• Manage daily operational support delivery, including scheduling support shift coverage and rotations, aligning resources for initial response and timely resolution for customer cases via phone, web and community.
• Maintain a high performing team by fostering career growth and progression for team members with active coaching and feedback.
• Cross-functional collaboration and leadership to resolve escalated issues, fulfill customer needs, and proactively improve supportability of products and services. 
• May lead customer escalations or 3rd party support coordination to resolve issues for critical accounts, including incident management as required.
• Help to conduct performance analysis based on support metrics and dashboards. Continuously improve service delivery based on customer feedback.
• Recommends and helps to implement workflow, platform, and support channel improvements to enhance the customer experience and efficiently deliver support.
• Actively engages directly with customers to build relationships, gather voice of customer feedback, and manage escalations.
• Promotes adoption and success of customers and partners using self-service offerings, including knowledge base, community, and training resources. 
• May participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
• May participate in the sales process to promote bookings growth for premium Support offerings.
• Interact with all levels of leadership across Smarsh and clients as needed.
• Other duties as assigned. 

What will you bring?

• BS/BA degree in technical related field or industry/career equivalent experience.
• Requires 3 -5 years of experience in technical support, including acting as a team lead or equivalent.
• Experience with mobile/unified communications, enterprise social software, community networks, and public instant messaging applications highly desired.
• Understands data archival solutions and their compliance/regulatory requirements.
• Passion for helping customers and team members succeed. 
• Ability to analyze data and implement operational improvements.
• Excellent verbal, written and interpersonal communication skills.
• Time management, critical thinking, and creative problem-solving skills.
• Project and program management experience.
• Prior experience with KCS and Self-Service highly desirable.
• Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.