Job Description
The role involves managing and mentoring a Level 1 Technical Support team to deliver high-quality, efficient customer support across various channels, ensuring customer satisfaction, process improvement, and team development in a remote, fast-growing environment.
Key Responsibilities
- Manage day-to-day operations of the Level 1 Technical Support team
- Coach and mentor team members to improve performance and growth
- Handle customer escalations to ensure high customer satisfaction
- Oversee team productivity, quality, and adherence to SLAs
- Monitor and report on team KPIs and performance metrics
- Ensure effective onboarding and ongoing training for support staff
- Analyze customer feedback and support trends to identify improvement opportunities
- Lead hiring, development, and retention of a high-performing, inclusive 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.
- Ability to manage and oversee the onboarding and continuing education needs for the frontline team.
- Ability to analyze and report on top customer trends to identify opportunities for training, process, or product improvement.
Benefits & Perks
Above-market total compensation through a combination of base salary, performance-based bonus, variable pay, and equity
Flexible, employee-led remote work model with options for in-office or hybrid work
Comprehensive health and parental leave plans
Professional development stipend
Ready to Apply?
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