Remote Manager, Customer Support

Summary

Join a team that's shaping the future of physical operations and help define the future of safety event review. As a Manager, Safety Event Review at Samsara, you will lead a team of 20-25 safety event review specialists, overseeing their performance, development, and day-to-day operations. You will be responsible for maintaining high-quality standards while driving team engagement and process improvements.

Requirements

• +3 years of proven experience managing teams of 15+ in a high-volume, detail-oriented environment
• Bilingual - Fluency in English and Spanish is essential
• Strong leadership skills with a focus on coaching, team development, and performance management
• Demonstrated ability to improve processes and drive operational efficiency
• Excellent communication and organizational skills
• Experience working cross-functionally to solve complex problems and ensure high-quality results
• Experience working in customer-facing roles, ensuring a high standard of service
• Strong analytical skills and experience using data to drive decision-making
• Proven ability to hire, retain, and grow a talented workforce

Responsibilities

• Provide guidance, support, and coaching to a team of 20-25 Safety Event Review Specialists
• Foster a high-performance culture by setting clear expectations, providing ongoing feedback, and creating development plans to enhance individual and team performance
• Monitor team performance metrics and productivity levels, ensuring the timely and accurate review of over 300 events per specialist daily
• Implement performance improvement strategies when necessary and regularly review metrics to meet or exceed departmental goals
• Collaborate with cross-functional teams to identify opportunities for process optimization and automation
• Lead efforts to enhance workflows, reduce errors, and improve overall efficiency
• Oversee the auditing of tagged video and image events for accuracy
• Ensure specialists follow established guidelines for event validation and maintain a high standard of precision in adding or removing tags
• Serve as the point of escalation for any issues related to video and data review
• Ensure swift and effective resolution while maintaining customer satisfaction
• Manage the team’s scheduling, including shift coverage for after-hours and weekends as needed
• Ensure proper allocation of resources to meet workload demands
• Regularly report on team performance and key metrics to senior management
• Leverage data to identify trends, make informed decisions, and drive continuous improvement initiatives
• 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
• Samsara for Good charity fund