Full-Time Customer Support Supervisor

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.

You will be responsible for contributing to the productivity of the support team as well as leading by example. Your goal is to empower your team to produce fast, consistent, world-class customer support and be present for the needs of the team.

Responsibilities:

• 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.

Minimum 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
• 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.

What is the last date for applying to the job?

Which countries are accepted for this remote job?