Supervisor, Customer Support

November 20

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Samsara

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Enterprise • Transport • Security

Samsara is a technology company that provides a comprehensive operations platform aimed at improving the efficiency, safety, and sustainability of organizations. Their solutions include video-based safety, vehicle telematics, equipment monitoring, workforce applications, and site visibility. Samsara serves a wide range of industries, including transportation, logistics, construction, and government. The platform connects people, systems, and data, enabling organizations to make faster, data-informed decisions. Samsara's Connected Operations technology helps complex organizations operate more effectively by offering real-time GPS, proactive alerts, compliance training, and asset tracking.

1001 - 5000 employees

Founded 2015

🏢 Enterprise

🚗 Transport

🔐 Security

💰 Seed Round on 2014-08

📋 Description

• Be responsible for day-to-day monitoring and management of incoming contact channels (Phone, Email, Chat) and agent status to ensure adequate coverage, making adjustments as needed. • Maintain schedules and monitor time-off requests and time reporting for FTE’s and contract workers. • Train, continually coach & educate the Level 1 agents to ensure the highest standards for our customer support experience are achieved and maintained. • Conduct regular ticket audits and reviews (informally and through QA) and constantly practice active coaching on a day-to-day basis. • Work closely alongside other Supervisors, Training/Enablement, Workforce Management, and Support Operations Leadership to plan/execute structured education (both for initial onboarding and ongoing development). • Be the initial point of escalation for Tier 1 questions and escalations from your team, and work with the management team on the resolution when needed. • Constantly go above and beyond to serve our customers and your team, and be a standard-setting example for customer satisfaction. • Think strategically about the current process and how to improve them. • Answer customer-facing calls in order to remain up to date with the customers and team and to assist with peak phone volumes. • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices. • Hire, develop and lead an inclusive, engaged, and high performing team. • May be asked to work an assigned shift that covers after-hours and/or weekends.

🎯 Requirements

• 1-3 years of leadership experience as a leader of individuals in a high-volume contact center support environment is required. • 1+ years of leadership experience supporting teams in customer retention capacities. • Spanish and English language proficiency is a must. • 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. • BA/BS or equivalent work experience required.

🏖️ Benefits

• Full time employees receive a competitive total compensation package along with employee-led remote and flexible working • health benefits • much, much more