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
As a Senior Manager, Global Technical Support for Smarsh Call Recording & Analytics, you will be part of our global support leadership team, providing leadership to a global team that ensures our customers receive prompt and effective assistance with technical issues related to our products and services. You will own support delivery, customer satisfaction, and service excellence strategy and execution for your team. Key focus areas include SLA adherence related to response and resolution, support readiness, and team development. In this role you will collaborate closely with Smarsh cross-functional leadership, especially product and sales to ensure product supportability, drive resolution of escalated issues and related customer communications, and promote awareness and adoption of self-service offerings to leverage knowledge reuse and rapid resolution.
What are the hybrid work requirements? 3 days per week at Smarsh’s Atlanta, GA (Buckhead) office + 2 days per week remote. Candidate must be located within a reasonable commuting distance from the office for in-office workdays and have reliable internet service and a quiet workspace for remote workdays.
How will you contribute?
