[Hiring] Customer Support Manager @SambaSafety

Role Description

The Customer Support Manager leads the team that serves as the front line for customers across SambaSafety's Fleet and Workforce Safety, Insurer Risk, and Integrated Partner solutions, resolving about 55,000 cases a year. The role keeps support quality high while shifting the team from reactive case handling to proactive engagement that drives product adoption and surfaces expansion opportunities. The manager uses data, AI, and automation to anticipate customer needs, free team capacity, and deliver personalized outreach. The role partners with Customer Success, Product, IT, and Operations to remove roadblocks and improve the customer experience.

Responsibilities

• Leads a 15-person team, including 12 Customer Support Representatives and three vertical leads.
• Recruits, onboards, and coaches team members, setting clear expectations and building individual growth plans.
• Identifies and removes organizational, process, and technology roadblocks while building a culture of accountability and ownership.
• Advocates for the team and customers with senior leaders and cross-functional partners.
• Uses Salesforce data to spot trends, root causes, and automation and expansion opportunities.
• Owns team KPIs: response and resolution times, service level agreement (SLA) attainment, quality assurance (QA) scores, customer satisfaction, and time spent on proactive work.
• Builds and maintains the team's operating playbook, keeping SOPs and documentation current, easy to find, and tied to SLA and QA outcomes.
• Identifies and leverages AI-enabled tools and automation to drive efficiency and enhance the customer experience.
• Owns the escalation process with Product and Operational teams.
• Leads the customer communications process for managing platform and third-party data provider outages.
• Redeploys capacity freed by automation toward proactive customer outreach, health-score-driven conversations, and adoption programs.
• Partners with IT, Product, and leadership to optimize the customer knowledge base, improve case object automation, and prioritize automation enhancements that help CSRs serve customers proactively.
• Builds support team infrastructure and coaching motions that enable CSRs to spot and log expansion opportunities.

Qualifications

• Hands-on Salesforce Service Cloud skills, including building your own reports and dashboards without relying on an operations team.
• Ability to map workflows and to configure or prototype process improvements yourself.
• Uses data to find answers and insights, not just to report results.
• Hands-on experience with AI and support automation tools.
• 5+ years in customer support, including 3+ years managing people.
• B2B SaaS customer support experience with queues, SLAs, QA, and KPI dashboards.

Core Competencies

• Coaching and talent development: builds people while holding them to high standards.
• Leading through change: drives changes that improve the customer experience and fixes the process, not only the ticket.
• Accountability and ownership: removes roadblocks and follows improvements through to results.
• Customer focus: anticipates customer needs and uses each interaction to improve adoption and the customer experience.
• Data-driven decision making: turns case, KPI, and health-score data into root causes, priorities, and recommendations.
• Cross-functional collaboration: builds alignment with Product, IT, Operations, and senior leaders to resolve escalations and prioritize improvements.
• Clear communication under pressure: keeps customers, team members, and leaders informed during escalations and platform or data provider outages.

Preferred Qualifications

• Experience with fleet, telematics, insurance, or motor vehicle record data.

Working Conditions

• Remote position based in the US.
• Operates in a fast-paced, high-ambiguity environment with multiple initiatives happening simultaneously.
• Must be comfortable working across multiple time zones with geographically dispersed teams.

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.