Supervisor, Customer Support

About the role:

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 (both FTE and contract employees), 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. 

Our ideal candidate is a high performer with experience leading a team in a contact center environment. This role will focus on training, teaching, and empowering our Level 1 Customer Support Specialists to grow into high-performing members of the support team.

This is a remote position open to candidates based in Mexico City and Metropolitan area.

You should apply if:

• 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, and 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-caliber team that will encourage you to do your best. 

In this role, you will: 

• 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.
• 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.
• May be asked to work an assigned shift that covers after-hours and/or weekends.

Minimum requirements for the role:

• 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.

An ideal candidate also has:

Good understanding of ITSM Methodologies.