Customer Support Manager

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SambaSafety

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛡️ Insurance

📦 Logistics

🏥 Healthcare

💰 $16.4M Venture Round on 2014-10

Insurance • Logistics • Healthcare

SambaSafety is a provider of cloud-based driver risk management solutions that help fleets, insurers and platform businesses identify, monitor and reduce driver risk. The company aggregates telematics, motor vehicle records, public records and other driving data into actionable insights, and offers continuous monitoring, online driver training, license verification and analytics through a SaaS platform. Its products focus on improving safety, compliance and underwriting efficiency for commercial fleets, sharing-economy platforms, insurers and employers.

📋 Description

• Lead a team of 15, including 12 Customer Support Representatives and three vertical leads • Own team KPIs and the support operating model • Report to the Senior Director, Customer Success • Recruit, onboard, and coach team members • Set expectations and build individual growth plans • Remove organizational, process, and technology roadblocks • Advocate for the team and customers with senior leaders and cross-functional partners • Use Salesforce data to identify trends, root causes, automation opportunities, and expansion opportunities • Own KPIs including response and resolution times, SLA attainment, QA scores, customer satisfaction, and proactive-work time • Build and maintain the team's operating playbook, SOPs, and documentation • Identify and leverage AI-enabled tools and automation • Own the escalation process with Product and Operations teams • Lead customer communications during platform and third-party data provider outages • Drive proactive customer outreach, health-score-driven conversations, and adoption programs • Partner with IT, Product, and leadership to optimize the customer knowledge base and case-object automation • Build support infrastructure and coaching processes to help representatives identify expansion opportunities

🎯 Requirements

• 5+ years in customer support • 3+ years managing people • B2B SaaS customer support experience with queues, SLAs, QA, and KPI dashboards • Hands-on Salesforce Service Cloud skills, including building reports and dashboards independently • Ability to map workflows and configure or prototype process improvements • Ability to use data to find answers and insights, not just report results • Hands-on experience with AI and support automation tools • Experience with fleet, telematics, insurance, or motor vehicle record data preferred • Ability to operate in a fast-paced, high-ambiguity environment with multiple initiatives happening simultaneously

🏖️ Benefits

• Flexible and generous Paid Time Off and Paid Volunteer Days • 401k Employer Match • Generous Healthcare Benefits • Up to 12 weeks paid time off for maternity leave based on tenure • Wellness & Tuition Reimbursement • Flexible Work Arrangements • Lots of SambaSafety swag & SambaSafety Events