Customer Support Supervisor

Summary

Join Samsara's Customer Support team as a Supervisor, mentoring and coaching a team of Level 1 agents in Mexico City. Your primary responsibility is to ensure high-quality customer support through training, monitoring, and escalation management. You will oversee daily operations, maintain schedules, conduct audits, and collaborate with other teams. This remote position requires leadership experience in a contact center, strong coaching skills, and problem-solving abilities. Samsara offers a competitive compensation package, including health benefits and flexible working arrangements.

Requirements

• 1+ years of leadership experience as a leader of leaders in a high-volume contact center support environment is required
• Strong understanding of Behavioral-Based Coaching Model including establishing effective goals through a SMART model or similar
• Experience establishing expectations around development and performance management for both FTE and contingent workforces
• Strong problem-solving and troubleshooting skills with the ability to exercise mature judgment
• Superior customer-facing skills with the ability to represent Samsara with strategic accounts and partners
• BA/BS or equivalent work experience required

Responsibilities

• Be responsible for day-to-day monitoring and management of incoming contact channels (Phone, Email, Chat) and agent status to ensure adequate coverage, making adjustments as needed
• Maintain schedules and monitor time-off requests and time reporting for FTE’s and contract workers
• Train, continually coach & educate the Level 1 agents to ensure the highest standards for our customer support experience are achieved and maintained
• Conduct regular ticket audits and reviews (informally and through QA) and constantly practice active coaching on a day-to-day basis
• Work closely alongside other Supervisors, Training/Enablement, Workforce Management, and Support Operations Leadership to plan/execute structured education (both for initial onboarding and ongoing development)
• Be the initial point of escalation for Tier 1 questions and escalations from your team, and work with the management team on the resolution when needed
• Constantly go above and beyond to serve our customers and your team, and be a standard-setting example for customer satisfaction
• Think strategically about the current process and how to improve them
• Answer customer-facing calls in order to remain up to date with the customers and team and to assist with peak phone volumes
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
• Hire, develop and lead an inclusive, engaged, and high performing team
• May be asked to work an assigned shift that covers after-hours and/or weekends

Preferred Qualifications

• Spanish and/or French language proficiency is a plus
• Good understanding of ITSM Methodologies

Benefits

• Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more
• Remote work, flexible hours
• Health benefits