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ManagerFull-timeGit
Salary Range
$20,400 - $27,600 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Manager to join our Level 1 Technical Support team at Samsara. In this role, you will be responsible for coaching and mentoring team members, handling customer escalations, and overseeing daily operations to ensure high-quality technical support.
Key Responsibilities
- →Drive team performance to ensure best-in-class customer satisfaction across all support channels
- →Maintain customer satisfaction and internal quality levels at or above stated objectives
- →Manage staff and contract partners critical to our frontline success
- →Ensure productivity goals are clearly understood and achieved
- →Provide effective reporting to peers and management on KPIs and key objectives
- →Successfully manage onboarding and continuing education needs for the team
- →Analyze and report on top customer trends to identify opportunities for improvement
- →Champion and embed Samsara’s cultural principles
- →Hire, develop and lead an inclusive, engaged, and high performing team
Requirements
- ✓3+ years of leading teams within a high-volume contact center support environment
- ✓BA/BS or equivalent work experience
- ✓Bilingual - Spanish and English fluency is a must
- ✓Strong problem-solving and troubleshooting skills
- ✓Solid knowledge of support processes
- ✓Ability to guide teams through periods of high growth
- ✓Superior customer-facing skills
- ✓Excellent analytic skills and knowledge of reporting tools
- ✓Strong technology skills
- ✓Proven ability to hire, retain and grow a talented workforce
Benefits
- ★Competitive total compensation package
- ★Employee-led remote and flexible working
- ★Health benefits
