Customer Support Supervisor
Samsara
full-time
Posted on:
Location Type: Remote
Location: Remote • Alaska, California, Colorado, Connecticut, District of Columbia, Maryland, Massachusetts, New Jersey, New Mexico, New York, Rhode Island, Texas, Virginia, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $53,550 - $72,000 per year
Job Level
Junior
About the role
- Be responsible for day-to-day monitoring and management of incoming contact channels (Phone, Email, Chat).
- Maintain schedules and monitor time-off requests and time reporting.
- Train, continually coach & educate the Level 1 agents.
- Conduct regular ticket audits and reviews.
- Work closely alongside other Supervisors, Training/Enablement, and Management.
- Be the initial point of escalation for Tier 1 questions.
- Constantly go above and beyond to serve customers and your team.
- Answer customer-facing calls.
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 billing, finance and retention capacities.
- Bilingual English/Spanish required
- Bachelor’s degree or equivalent expertise in Customer Support or related fields.
- Strong understanding of Behavioral-Based Coaching Model.
- Experience establishing expectations around development and performance management.
- Strong problem-solving and troubleshooting skills.
- Superior customer-facing skills.
Benefits
- Health benefits
- Remote and flexible working
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportperformance managementticket auditscoachingproblem-solvingtroubleshootingbilingual English/Spanish
Soft skills
leadershipcommunicationteamworkcustomer servicecoachingtrainingescalation management
Certifications
Bachelor’s degree