Manager, Customer Support

Summary

Join Samsara, the pioneer of the Connected Operations Cloud, as a Manager of Customer Support and lead a frontline team to provide world-class customer experience. You will be responsible for building and leading a team, driving efficiencies, and improving internal tools and processes.

Requirements

• 5-8 years of leadership experience in which you were directly responsible for leading leaders in a high-volume contact center support environment is required
• Strong problem-solving skills with the ability to exercise mature judgment
• Solid knowledge of support processes and the ability to identify and drive changes in productivity and scalability
• Ability to guide teams through periods of high growth
• Superior customer-facing skills with the ability to represent Samsara with strategic accounts and partners
• Excellent analytic skills and knowledge of reporting tools, and effectively presenting actionable insights at various levels throughout the organization
• Strong technology skills with the ability to aid the team in pursuing creative solutions to resolve complex issues from customers
• Proven ability to hire, retain, and grow a talented workforce
• Bilingual - English and Spanish fluency is a must

Responsibilities

• Drive the overall Frontline Customer Support strategy, including staffing, tools, and processes to ensure best-in-class customer satisfaction across all support channels (e.g. phone, chat, web)
• Coach and develop our frontline Supervisors to embody behavioral-based coaching models meant to drive consistent improvement across the organization
• Maintain customer satisfaction and internal quality levels at, or above, stated objectives and appropriately communicate performance and progress to the team and management
• Effectively manage strategic staffing and contract partners critical to our frontline success, reviewing SLAs, quality and ensuring consistency
• Ensure productivity goals for the team are clearly understood, monitored, and achieved in order to maintain appropriate customer satisfaction and staffing
• Ensure that the group manages a quality end-to-end process from issue submission through resolution while meeting the service expectations of the customers and the organization
• Provide effective reporting to peers and management on KPIs, key objectives, and measures
• Successfully manage onboarding and continuing education needs for the frontline team
• Analyze and report on top customer trends to identify opportunities for training, process, or product improvement
• 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

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits