Manager, Technical Support Level 1

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.

• Drive the overall Frontline Technical Support strategy, including staffing, tools, and processes 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 strategic staffing 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.

• 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.

• Experience managing leaders in a contact center support environment.
• French language proficiency is a plus.
• HDI-SCM, ITIL 4 or CTSM certification is a plus.

Remote World