Manager, Technical Support

Summary

Join Samsara's Level 1 Technical Support team as a Manager, coaching and mentoring team members, handling customer escalations, and overseeing daily tasks. This remote role, based in the UK with reasonable commute to London, focuses on training and empowering support specialists. You will drive the frontline support strategy, maintain customer satisfaction, manage staffing, ensure productivity goals are met, and provide effective reporting. The ideal candidate has 3+ years leading teams in a contact center or technical support environment, strong problem-solving skills, and superior customer-facing abilities. Samsara offers a competitive compensation package, flexible working, health benefits, and more.

Requirements

• German fluency is a must
• 3+ years of leading teams within a high volume contact center or technical support environment is required
• BA/BS or equivalent work experience required
• Strong problem-solving and troubleshooting 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 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 and the sales teams
• Proven ability to hire, retain and grow a talented workforce

Responsibilities

• Drive the overall Frontline Technical Support strategy, including staffing, tools, and processes ensuring best-in-class customer satisfaction across all support channels (e.g. phone, chat, web)
• 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 SLA’s, 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 (Obsess Over the Customer, Build for the Long Term, Growth Mindset) as we scale globally and across new offices
• Hire, develop and lead an inclusive, engaged, and high performing team

Preferred Qualifications

• Experience managing leaders in a contact center or technical support environment
• French language proficiency is a plus
• HDI-SCM, ITIL 4 or CTSM certification is 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