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 collaborating with other departments to improve support processes and customer satisfaction.
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 development initiatives.
- Monitor schedules, manage time-off requests, and ensure adequate staffing coverage.
Requirements
- 1-3 years of leadership experience as a leader of individuals in a high-volume contact center support environment.
- At least 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
Support for remote work where it aligns with operational requirements
Opportunities for career development and advancement
Inclusive work environment with accommodations for persons with disabilities
Ready to Apply?
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