Job Description
This role involves supervising and coaching a Level 1 Customer Support team to deliver high-quality, efficient customer service across multiple channels, while collaborating with other departments to improve support processes and ensure customer satisfaction.
Key Responsibilities
- Manage day-to-day operations of the Level 1 Customer Support team, including monitoring contact channels and adjusting coverage as needed
- Train, coach, and develop support agents to maintain high customer support standards
- Conduct ticket audits and reviews, providing active coaching and quality assurance
- Collaborate with other leadership teams to plan and execute training and development initiatives
- Handle escalations from team members and work with management to resolve complex issues
- Participate in answering customer calls to stay updated on customer needs and support peak volumes
- Hire, lead, and foster an inclusive, high-performing support team
- Support after-hours and weekend shifts as required
- Model and promote company cultural principles and customer-centric values
Requirements
- 1-3 years of leadership experience as a leader of individuals in a high-volume contact center support environment
- 1 year of leadership experience supporting teams in customer billing, finance, and retention capacities
- Bilingual in English and Spanish
- A bachelor’s degree or equivalent practical experience in Customer Support or related fields
- Strong understanding of Behavioral-Based Coaching Model including establishing effective goals through a SMART model or similar
- Experience establishing expectations around development and performance management
- 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
- Experience in leading global teams
- Ability to work an assigned shift that may include after-hours and weekends
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Opportunities for career development and growth
Inclusive work environment with accommodations for disabilities
Flexible working model including remote, hybrid, and in-office options
Ready to Apply?
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