Manager, Technical Support
Samsara
full-time
Posted on:
Location Type: Remote
Location: Mexico
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About the role
- Drive your team’s performance ensuring best-in-class customer satisfaction across all support channels (e.g. phone, chat, web).
- Maintain customer satisfaction and internal quality levels at, or above, stated objectives and appropriately communicate performance and progress to the team and management.
- Effectively manage staff and contract partners critical to our frontline success, reviewing SLA’s, quality and ensuring consistency.
- Ensure productivity goals for the team are clearly understood, monitored, and achieved in order to maintain appropriate customer satisfaction and staffing.
- Ensure that the group manages a quality end-to-end process from issue submission through resolution while meeting the service expectations of the customers and the organization.
- Provide effective reporting to peers and management on KPIs, key objectives, and measures.
- Successfully manage onboarding and continuing education needs for the frontline team.
- Analyze and report on top customer trends to identify opportunities for training, process, or product improvement.
- 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.
Requirements
- 3+ years of leading teams within a high-volume contact center support environment is required.
- BA/BS or equivalent work experience required.
- Bilingual - Spanish and English fluency is a must.
- Strong problem-solving and troubleshooting skills with the ability to exercise mature judgment.
- Solid knowledge of support processes and the ability to identify and drive changes in productivity and scalability.
- Ability to guide teams through periods of high growth.
- Superior customer-facing skills with the ability to represent Samsara with strategic accounts and partners.
- Excellent analytic skills and knowledge of reporting tools effectively presenting actionable insights at various levels throughout the organization.
- Strong technology skills with the ability to aid the team in pursuing creative solutions to resolve complex issues from customers and the sales teams.
- Proven ability to hire, retain and grow a talented workforce.
Benefits
- Full time employees receive a competitive total compensation package along with employee-led remote and flexible working
- health benefits
- much, much more
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer satisfactionsupport processesreporting toolsproblem-solvingtroubleshootinganalytic skillsproductivity improvementscalabilityteam managementonboarding
Soft skills
leadershipcommunicationjudgmentteam buildinginclusivityengagementcustomer-facing skillsstrategic thinkinggrowth mindsetcollaboration
Certifications
BA/BS