Job Description
This role involves supervising and coaching a Level 1 Customer Support team to ensure high-quality, efficient customer service, while managing daily operations, escalations, and team development in a remote environment.
Key Responsibilities
- Manage day-to-day operations of the Level 1 Customer Support team, including monitoring contact channels and agent coverage.
- Train, coach, and develop support agents to ensure high standards of customer service.
- Conduct ticket audits and provide ongoing quality assurance and active coaching.
- 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-facing calls to stay updated on customer needs and assist during peak volumes.
- Collaborate with other departments to plan and execute training and support initiatives.
- Monitor team schedules, time-off requests, and reporting to ensure adequate coverage.
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 full-time employees (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 that supports remote, hybrid, or in-person work
Opportunities for career development and growth within the company
Ready to Apply?
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