Job Description
This role involves managing and mentoring a Level 1 Technical Support team to deliver high-quality, efficient customer support across multiple channels, ensuring customer satisfaction and continuous team development in a remote, fast-growing environment.
Key Responsibilities
- Manage the day-to-day operations of the Level 1 Technical Support team, including coaching and mentoring team members.
- Handle customer escalations and ensure timely resolution of issues.
- Drive team performance to achieve high customer satisfaction across support channels.
- Monitor and maintain quality and productivity metrics, ensuring SLA adherence.
- Oversee onboarding and ongoing training for support staff.
- Analyze customer support data to identify trends and opportunities for process or product improvements.
- Report on key performance indicators and support team metrics to management.
- 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 aid 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
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
Support for remote work or in-office work depending on operational needs
Ready to Apply?
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