Smarsh · 10 hours ago
Digital Support Program Manager
Atlanta, GA
Full-time
Hybrid
Entry, Mid Level
$113K/yr - $135K/yr
1+ years expSmarsh empowers its customers to manage risk and unleash intelligence in their digital communications. The Digital Support Program Manager plays a critical role in advancing Smarsh’s digital-first support strategy by overseeing knowledge management and online community initiatives to enhance customer experience.
EdiscoveryEnterprise SoftwareSaaS
Responsibilities
Manage the KCS strategy, roadmap, and adoption across global Support teams
Oversee the knowledge base to ensure content quality, accuracy, structure, and usability
Facilitate KCS training, workshops, and ongoing coaching for the global Support organization
Partner with Support Managers to ensure Coach roles are properly staffed and fully supporting their product areas
Lead KCS dashboard reviews with Leadership and guide data-driven decisions
Coordinate recurring KM program evaluations, audits, and health checks
Oversee the article quality monitoring program and ensure corrective actions
Drive content tuning initiatives to improve customer self-service success
Maintain the KCS Rewards & Recognition program to encourage participation and excellence
Contribute to the Content Council and act on opportunities identified across teams
Collaborate with AI and KDE teams to identify, prioritize, and close content gaps
Partner with the Digital Support team to improve content findability and search experience
Expand KCS practices across other teams within Smarsh to mature the knowledge ecosystem
Oversee the health, growth, and effectiveness of the online peer-to-peer community
Collaborate with Product, Marketing, Support, and other business units to design engagement programs—such as VIP initiatives, gamification, reputation models, and targeted posting strategies
Create, maintain, and improve moderation playbooks, workflows, and best practices
Facilitate Digital Support dashboard reviews with Leadership focused on community insights and performance
Ensure community-related roles are staffed, trained, and operating effectively across all product lines
Manage escalations for unanswered posts, customer concerns, or urgent issues requiring support from internal teams
Perform administrative functions such as account unlocks, password resets, and display name updates
Support other duties as needed to ensure operational excellence and community success
Qualification
Required
1–3 years of experience as a Program Manager or similar role with measurable success
Proven ability to thrive in fast-paced environments with multiple overlapping projects and deliverables
Exceptional written and verbal communication skills, with the ability to tailor messaging to different audiences
Strong interpersonal and collaboration skills, with experience leading and contributing to cross-functional initiatives
Demonstrated leadership across teams and projects, influencing without direct authority
Experience in support operations, self-service programs, KCS, and/or online community environments
Ability to partner with peers and managers to identify knowledge needs and implement solutions that improve customer and agent outcomes
Strong analytical and problem-solving skills, including the ability to interpret data and recommend operational improvements
A positive, solutions-oriented mindset, demonstrating professionalism, respect, and constructive communication at all times
Effective presentation and stakeholder engagement skills, comfortable representing programs to leadership
Confident building relationships and delivering training, coaching, and enablement to colleagues
A deep understanding of KCS methodology, processes, and objectives
Strong sense of ownership and accountability, committed to delivering exceptional customer experience and achieving business results
Highly effective at collaborating across teams, functions, and organizational levels
Proven success in teaching, coaching, and coordinating complex, multi-team initiatives
Bachelor's degree or equivalent practical experience
A naturally curious, growth-oriented mindset with enthusiasm for continuous improvement and innovation
Ability to travel 5–10% as needed
Benefits
Any applicable bonus programs will be discussed during the recruiting process.
Local cost of living assessments are done for each new hire at the time of offer.
Company
Smarsh
Smarsh manage the risk and see the value in their communications data.
1001-5000 employees
H1B Sponsorship
Smarsh has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (5)
2023 (12)
2022 (22)
2021 (2)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
K1 Investment Management
2016-01-15Private Equity
Leadership Team
Kim Crawford Goodman
Chief Executive Officer
Vinay Mehta
Chief Technology Officer
Recent News
2026-01-22
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-22
Business Wire
2025-12-05
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