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Senior Manager of Global Technical Support

SmarshPortland
On-site Full-time

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Experience Level

Senior Level Manager

Qualifications

Qualifications:Proven experience in technical support management, preferably within a SaaS or technology-driven environment. Strong understanding of customer service principles and practices. Excellent leadership and team development skills. Ability to analyze and resolve complex issues while maintaining a customer-centric focus. Exceptional communication skills, both verbal and written. Strong collaborative skills to work effectively with various teams. Experience with support tools and technologies.

About the job

Smarsh supports over 6,500 organizations in regulated industries, helping them manage risk and gain insights from their digital communications. The company monitors more than 80 communication channels for compliance, legal, and reputational risks, aiming to address issues before they lead to regulatory penalties or negative publicity. Smarsh has earned recognition from analysts such as Gartner and Forrester, and has appeared on the Inc. 5000 list of fastest-growing American companies since 2008.

Role overview

The Senior Manager of Global Technical Support leads the support function for Smarsh Corporate products. This position is part of the global support leadership team and is responsible for making sure customers receive timely, effective help with technical issues related to Smarsh’s Corporate offerings. The role may also oversee third-party contracted support providers.

Key responsibilities

  • Deliver technical support and drive customer satisfaction for Corporate products
  • Ensure the team meets Service Level Agreements (SLAs) for response and resolution times
  • Promote support readiness and ongoing team development
  • Work closely with product, engineering, and sales leaders to improve product supportability and resolve escalated issues
  • Enhance customer communications and encourage use of self-service resources to speed up resolutions

Collaboration and leadership

This role requires regular collaboration with cross-functional teams at Smarsh. The Senior Manager will help drive service excellence strategies, manage escalations, and support the team’s professional growth, all while maintaining a focus on customer needs and operational efficiency.

About Smarsh

Smarsh is a leading provider of compliance and information management solutions, enabling organizations to manage risk and extract insights from their digital communications. With a strong focus on innovation, we serve a diverse clientele across regulated industries, ensuring they can operate securely and in compliance with regulations.

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