About the Role
Title: Manager, Technical Support
Location: Remote – Mexico
Job Description:
Who we are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ 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:
We are looking for a Manager capable of managing the day-to-day interactions and processes in our Level 1 Technical Support team. In this role, your main priority is to be available as a coach and mentor for your team members (both FTE and contract employees), providing insight into daily responsibilities, handling customer escalations, and overseeing your team to keep them on task. You will be responsible for contributing to the productivity of the support team as well as leading by example. Your goal is to empower your team to produce fast, consistent, world-class technical support and be present for the needs of the team.
Our ideal candidate is a high performer with experience leading a team in a contact center environment. This role will focus on training, teaching, and empowering our Level 1 Technical Support Specialists to grow into high-performing members of the support team.
This is a remote position open to candidates based in Mexico City – Metropolitan area or Guadalajara.
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 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.
Minimum requirements for the role:
- 3+ years of leading teams within a high volume contact center support environment is required.
- BA/BS or equivalent work experience required.
- Bilingual – Spanish and English fluency is a must.
- 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
An ideal candidate has:
- Experience managing leaders in a contact center support environment.
- French language proficiency is a plus
- HDI-SCM, ITIL 4 or CTSM certification is a plus