Job Description
This role involves managing and leading a Level 1 Technical Support team to deliver high-quality, efficient customer support across multiple channels, while coaching team members, overseeing processes, and driving continuous improvement in a fast-growing, technology-driven environment.
Key Responsibilities
- Manage day-to-day operations of the Level 1 Technical Support team, including staffing, processes, and tools.
- Coach and mentor support team members to ensure high performance and professional growth.
- Handle customer escalations and oversee the resolution process to maintain customer satisfaction.
- Ensure the support team meets productivity, quality, and customer satisfaction goals.
- Develop and implement strategies for frontline support, including staffing, tools, and processes.
- Monitor and report on key performance indicators (KPIs) and support metrics.
- Manage onboarding, training, and ongoing education for support team members.
- Analyze customer feedback and support trends to identify opportunities for improvement.
- Hire, develop, and lead an inclusive, high-performing support team.
Requirements
- Minimum of 3 years of leading teams within a high-volume contact center support environment.
- Bachelor's degree (BA or BS) or equivalent work experience.
- Bilingual fluency in Spanish and English.
- 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 to effectively present actionable insights at various levels throughout the organization.
- Strong technology skills with the ability to assist the team in pursuing creative solutions to resolve complex issues from customers and sales teams.
- Proven ability to hire, retain, and grow a talented workforce.
Benefits & Perks
Full time employees receive a competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model including remote, hybrid, and in-office options
Ready to Apply?
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