Job Description
This role involves supervising and coaching a Level 1 Customer Support team to ensure high-quality, efficient customer service across multiple channels, while supporting team development and handling escalations in a remote, fast-paced environment.
Key Responsibilities
- Manage day-to-day operations of the Level 1 Customer Support team, including monitoring contact channels and agent status
- Train, coach, and develop support agents to ensure high standards of customer service
- Conduct ticket audits and reviews to maintain quality and provide active coaching
- Handle escalations from team members and collaborate with management 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 support initiatives
- Monitor schedules, time-off requests, and reporting for support staff
- Implement process improvements to enhance support operations
- Represent Samsara professionally in customer interactions and support strategic account relationships
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 retention capacities.
- Proficiency in both Spanish and English languages.
- 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 for both FTE and contingent workforces.
- 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.
- Bachelor's degree (BA, BS) or equivalent work experience.
- Good understanding of ITSM Methodologies.
Benefits & Perks
Full time employees receive a competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model (in-person, hybrid, or fully remote options)
Ready to Apply?
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