Job Description
Title: Supervisor, Customer Support
Location: Remote – Mexico
JobDescription:
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 youll help define the future of physical operations and be on a team thats 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, youll have the autonomy and support to make an impact as we build for the long term.
Recent awards weve won include:
Glassdoor’s Best Places to Work 2024
Best Places to Work by Built In 2024
Great Place To Work Certified 2023
Fast Company’s Best Workplaces for Innovators 2023
Financial Times The Americas Fastest Growing Companies 2023
We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.
About the role:
We are looking for a supervisor capable of managing the day-to-day interactions and processes in our Level 1 Customer 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 customer 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 Customer Support Specialists to grow into high-performing members of the support team.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impacthelping 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 wont 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.
- Youre 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-caliber team that will encourage you to do your best.
In this role, you will:
- Be responsible for day-to-day monitoring and management of incoming contact channels (Phone, Email, Chat) and agent status to ensure adequate coverage, making adjustments as needed.
- Maintain schedules and monitor time-off requests and time reporting for FTEs and contract workers.
- Train, continually coach & educate the Level 1 agents to ensure the highest standards for our customer support experience are achieved and maintained.
- Conduct regular ticket audits and reviews (informally and through QA) and constantly practice active coaching on a day-to-day basis.
- Work closely alongside other Supervisors, Training/Enablement, Workforce Management, and Support Operations Leadership to plan/execute structured education (both for initial onboarding and ongoing development).
- Be the initial point of escalation for Tier 1 questions and escalations from your team, and work with the management team on the resolution when needed.
- Constantly go above and beyond to serve our customers and your team, and be a standard-setting example for customer satisfaction.
- Think strategically about the current process and how to improve them.
- Answer customer-facing calls in order to remain up to date with the customers and team and to assist with peak phone volumes.
- Champion, role model, and embed Samsaras 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.
- May be asked to work an assigned shift that covers after-hours and/or weekends.
Minimum requirements for the role:
- 1+ years of supervisory leadership experience within the last 3 years.
- Led and driven performance for a team in a high-volume customer facing contact center support environment.
- Strong understanding of the Behavioral Coaching Model including establishing effective goals through a SMART model or similar
- Experience establishing expectations around development and performance management for both FTE and contingent workforces
- Strong problem-solving and troubleshooting skills with the ability to exercise mature judgment
- Superior customer-facing skills with the ability to represent Samsara with strategic accounts and partners
- BA/BS or equivalent work experience required
- English fluency at B2 or greater level
- Language skills in French are a plus
An ideal candidate also has:
- Good understanding of ITSM Methodologies.