Supervisor, Customer Support

September 3

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Samsara

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Pioneer of the Connected Operations Cloud

1001 - 5000

💰 Seed Round on 2014-08

Description

• 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 to practice active coaching. • Work closely with other Supervisors to plan/execute structured education. • Be the initial point of escalation for Tier 1 questions. • Go above and beyond to serve our customers and team. • Think strategically about the current process and how to improve them. • Answer customer-facing calls to assist with peak phone volumes. • Champion Samsara’s cultural principles as we scale globally. • Hire, develop and lead an inclusive, engaged, high performing team. • May be asked to work an assigned shift that covers after-hours and/or weekends.

Requirements

• 1+ years of leadership experience as a leader of leaders in a high-volume contact center support environment is required. • 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 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. • Spanish and/or French language proficiency is a plus.

Benefits

• Full time employees receive a competitive total compensation package along with employee-led remote and flexible working. • Health benefits. • Samsara for Good charity fund. • Much, much more.