Smartsheet Customer Support Department Employee Reviews
Briefly describe your overall experience at your company
Review from Customer Support Dept
Review from Customer Support Dept
What do you like best about the leadership team?
I appreciate that the composite leadership team consistently try to make decisions that balance the needs of the company with our stated company values.
Review from Customer Support Dept
Their transparent communication around strategy, operations, and change - all of which they tie to the Smartsheet Way.
Review from Customer Support Dept
I've lost money due to RSUs being eliminated, increased health costs, and limited salary growth. I delivered high-impact projects, yet my review penalized external contributions despite outstanding results. Leadership encouraged the work but didn't back it in evaluation?
Review from Customer Support Dept
The transparency and clarity of the company's goals. Creating a safe workplace to express oneself.
Review from Customer Support Dept
The clarity and Transparency around what is happening at the company
Review from Customer Support Dept
What does the leadership team need to get better at?
Communication, 1:1's, meetings and check ins during the training process. Showing they value employees.
Review from Customer Support Dept
constructive feedback, career growth, equal pay and visibility of compensation across the org
Review from Customer Support Dept
Treat your women fairly. Listen to the feedback that's clearly being brought to HR. Make diversity and inclusion a greater priority. Place more women in leadership positions. More transparency on promotions, company decisions, and compensation results. Tie that information to ACTUAL performance.
Review from Customer Support Dept
Middle management needs to work on caring about people over revenue. My direct manager is good, but I do not have faith in their managers and the direction they are taking. They seem to only care about their egos and making themselves look good rather than employee satisfaction or work/life balanc
Review from Customer Support Dept
Driving clear expectations across the company and keeping focused and not jumping from one thing to the next
Review from Customer Support Dept
What is the best part about your compensation package?
Not sure. Post-acquisition, my compensation package has been degraded with the removal of RSUs and my team's variable comp has been made harder to attain. I guess I like best that salaries and benefits haven't reduced?
Review from Customer Support Dept
Split between annual salary (80% compensation) and quarterly bonuses (20% compensation) where the quarterly bonus structure (department-specific MBO) is based on metrics within our department's control.
Review from Customer Support Dept
It was the unlimited Sick Time but now its the starter stipend and monthly stipend
Review from Customer Support Dept
Benefits and rewards for doing excellent work
Review from Customer Support Dept
It is fair based on the market in my region and there is clarity in how it was calculated and may increase in the future.
Review from Customer Support Dept
Why do you feel undervalued and what would make you feel better about your compensation?
I’ve delivered high-impact solutions and led key initiatives, yet my compensation hasn’t reflected my contributions. Losing RSUs, higher health costs, and a review that downplay
Review from Customer Support Dept
I understand that the rate of increment in salary is negligible with just 3% rise yearly and I have seen job ads where the salary is more than 55000
Review from Customer Support Dept
A case can take more than 1 hour at times due to testing etc. I believe everyone should get a pay rise as it can be demanding at times.
Review from Customer Support Dept
After having discussion with an equal peer on my team, who started one month earlier, I learned I'm being paid 16k less per year for no reason at all. The recruiter low-balled me and drastically under offered, but I begrudgingly accepted as it was "his best offer" and I wanted to work here. MISTAKE.
Review from Customer Support Dept
I am not allowed to negotiate for fair pay. The engineers seem to be allowed this benefit and privilege the most and it is truly unfair.
Review from Customer Support Dept
What are some of the best things about your team?
They are dedicated, hardworking, outstanding colleagues to each other, and always focused on giving their best to our customers.
Review from Customer Support Dept
The collaborative nature to learn, innovate, and drive change.
Review from Customer Support Dept
My team is full of talented, collaborative individuals who are always willing to support each other. We tackle complex problems creatively, share knowledge freely, and drive real impact. The camaraderie and dedication make working here rewarding, even when challenges arise.
Review from Customer Support Dept
Cohersive, understanding and highly knowledgable
Review from Customer Support Dept
Our team is a group of driven individuals who all work to make our lives better
Review from Customer Support Dept
What do your coworkers need to improve and how could you work together better?
An almost dead Slack chat channel of my teammates is all I have to look forward to for company among my coworkers.
Review from Customer Support Dept
What is most positive about the culture and environment at your company?
I appreciate and look forward to seeing and talking to my colleagues each day. We have an extremely supportive culture and we're all aligned to a common mission. It feels great and is a privilege to lead such a high performing team.
Review from Customer Support Dept
Continuously learn & adapt - specifically when it comes to maintaining leadership in the CWM software category.
Review from Customer Support Dept
The best part of Smartsheet’s culture is the collaboration and willingness to help each other. The team is full of talented individuals who drive innovation and solve complex problems. There’s also strong support for employee-led ini
Review from Customer Support Dept
everything changes fast and there is something new around the corner always
Review from Customer Support Dept
The openness and ability to reach out across departments and levels
Review from Customer Support Dept
What needs to change to make the company culture better?
The training videos started strong, but after week 4, became bland, overcomplicated, extremely boring, tough to watch and horribly inefficient. We're left to our own devices with no check ins or assistance for questions. AWFUL training after week 4+
Review from Customer Support Dept
more equity of expectations across roles and teams - some teams have 32 hour work weeks with 6 hours of "socializing" time and everyone is happy while other teams are working 48 hour work weeks due to workload and work type expectations with little or no time to engage on learning & exploring ideas
Review from Customer Support Dept
What did you like most about the interview process?
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What would you improve about your company's interview process?
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What makes you most happy at work?
Collaborating with colleagues across teams/functions to evolve how we do things into something different than status quo.
Review from Customer Support Dept
What makes me happiest at work is solving complex problems that drive real impact, collaborating with talented teammates, and seeing my contributions make a difference. I also enjoy leading initiatives like the ERGs, where I can create meaningful connections and positive change beyond my cor
Review from Customer Support Dept
That Smartsheet touches the lives of so many people even without them realising it
Review from Customer Support Dept
Autonomy to get my job done in the way that works best for me
Review from Customer Support Dept
Seeing my team, and the whole office succeed and then celebrate those successes together.
Review from Customer Support Dept
What's going wrong and how can it be improved?
There have been several internal changes in FY26 that take perks and benefits away, make work more difficult, and reduce the workforce. Taken altogether, my teams are unhappy and each day I'm focused on minimizing the damage instead of focusing on performance.
Review from Customer Support Dept
My original hiring manager baited and switched the job and role in the interview. He claimed the position was troubleshooting one aspect of the company (sheets and formulas), but upon learning more, I'm supporting EVERY solution and side project the company has ever entertained. VERY overwhelming.
Review from Customer Support Dept
Leadership is not transparent enough. Team members are not give constructive feedback to work on. Our team is measured solely on monetary numbers that force us to cut corners and make the environment too cut throat.
Review from Customer Support Dept
We are overworked and underpaid, we never take time to celebrate wins. We are encourage to "push the envelope" but then when it doesn't work questioned "why didn't you keep it simple" there is no structure to follow yet we are not helped when we go away from perceived structure
Review from Customer Support Dept
What do you like best about your company?
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What would you most like to see improved at your company?
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