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Global Support Community Manager (Remote Eligible)

July 13, 2026

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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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...