[Hiring] Customer Support Supervisor @Samsara

Role Description

We are looking for a supervisor capable of managing the day-to-day interactions and processes in our Level 1 Customer Support team. In this role, your main priority is to be available as a coach and mentor for your team members, providing insight into daily responsibilities, handling customer escalations, and overseeing your team to keep them on task.

• 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.
• 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.
• 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.

Qualifications

• 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 billing, finance and retention capacities.
• Bilingual English/Spanish required.
• We welcome applications from candidates with a bachelor's degree or those who have gained equivalent expertise through practical experience in Customer Support or related fields.
• 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.
• 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.

Requirements

• An ideal candidate also has COPC, CCSP or other customer support related certifications.
• Experience in leading global Teams.

Benefits

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