About the Role
Title: Manager, Customer Support
Location: Remote – US
Job Description:
Who we are
Samsara (NYSE: IOT) is the pioneer of the Connected OperationsT Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing – and we are excited to help digitally transform their operations at scale.
Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
About the role:
As the Manager of Customer Support, you will be responsible for building up and leading a frontline Customer Support team with one goal: providing a world-class customer experience to Samsara’s end users. You will own the daily management of our Frontline Support Team Supervisors across all inbound channels and support the Customer Support specialists in meeting and exceeding service level and quality objectives. Your responsibilities will include hiring and retaining top talent and driving efficiencies and improvements in the service we deliver to our customers and internal teams.
You will be directly responsible for putting in place best practices for the support team meant to drive towards the constant improvement of the customer experience while also improving internal tools, processes, and performance. You must thrive in a fast-paced environment while motivating, recognizing, coaching, and training members of your organization. Additionally, you will be responsible for assisting the Director of Support with organizational development, strategic projects, and building a team obsessed with the customer experience.
This is a remote position open to candidates residing in the US except Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
- You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.
In this role, you will:
- 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
Minimum requirements for the role:
- 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
An ideal candidate also has:
- BA/BS or equivalent work experience required
- Bilingual – Spanish and/or French a plus