Manager, Customer Support

Summary

Join Samsara's growing team as the Manager of Customer Support, leading a frontline team dedicated to providing exceptional customer experiences. You will oversee daily management of supervisors across various channels, ensuring service level objectives are met. Responsibilities include hiring, retention, and driving process improvements to enhance customer satisfaction. You will collaborate with the Director of Support on strategic initiatives and organizational development, fostering a customer-centric culture. This remote position offers the opportunity to impact global industries and contribute to a company committed to career growth. The role requires significant leadership experience in a high-volume contact center and strong analytical and problem-solving skills.

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

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
• Assisting the Director of Support with organizational development, strategic projects, and building a team obsessed with the customer experience

Preferred Qualifications

• BA/BS or equivalent work experience required
• Bilingual - Spanish and/or French a plus

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
• Base salary + bonus/variable + restricted stock unit awards (RSUs) for eligible roles
• For eligible roles, a new hire RSU award may be awarded at the time of hire, and additional RSU refresh grants may be awarded annually
• Top performers in eligible roles may receive above-market equity refresh awards which allow employees to achieve higher market positioning
• Remote work
• Flexible working