Job Description
A supervisory role responsible for managing and coaching a Level 1 Customer Support team, ensuring high-quality customer service, handling escalations, and supporting team development in a remote, high-volume contact center environment.
Key Responsibilities
- Manage day-to-day operations of the Level 1 Customer Support team, including monitoring contact channels and team coverage.
- Train, coach, and develop support agents to ensure high standards of customer service.
- Conduct ticket audits and provide active coaching to improve support quality.
- Handle escalations from team members and collaborate with leadership to resolve issues.
- Participate in hiring, onboarding, and building an inclusive, high-performing team.
- Answer customer calls to stay updated on customer needs and assist during peak volumes.
- Collaborate with other teams to plan and execute ongoing training and development initiatives.
- Monitor team schedules, time-off requests, and reporting to ensure operational efficiency.
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 expertise gained through 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
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, or in-office options
Ready to Apply?
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