Samsara

Customer Support Supervisor

Samsara

full-time

Posted on:

Origin:  • 🇲🇽 Mexico

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Job Level

Junior

Tech Stack

CloudIoTITSM

About the role

  • Manage day-to-day monitoring and management of incoming contact channels (Phone, Email, Chat) and agent status to ensure adequate coverage
  • Maintain schedules and monitor time-off requests and time reporting for FTEs and contract workers
  • Train, continually coach, and educate Level 1 agents to ensure high standards for customer support
  • Conduct regular ticket audits and reviews (informally and through QA) and provide active daily coaching
  • Collaborate with Supervisors, Training/Enablement, Workforce Management, and Support Operations Leadership on onboarding and ongoing development
  • Serve as initial point of escalation for Tier 1 questions and work with management on resolutions
  • Answer customer-facing calls during peak volumes to assist team and remain current with customer issues
  • Hire, develop, and lead an inclusive, engaged, high-performing team
  • Think strategically about current processes and drive process improvements
  • Champion and embed Samsara’s cultural principles across the team
  • May work assigned shifts covering after-hours and/or weekends

Requirements

  • 1-3 years of leadership experience as a leader of individuals in a high-volume contact center support environment
  • 1+ years of leadership experience supporting teams in customer retention capacities
  • Strong understanding of Behavioral-Based Coaching Model including establishing effective goals through a SMART model or similar
  • Spanish and English language proficiency is a must
  • Experience establishing expectations around development and performance management for both FTE and contingent workforces
  • 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
  • BA/BS or equivalent work experience required
  • May be asked to work assigned shifts that cover after-hours and/or weekends
  • Good understanding of ITSM Methodologies (preferred)
  • French language proficiency is a plus