Supervisor, Customer Support

hace 7 días

Ciudad de México CDMX Samsara A tiempo completo

**Who we are**

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you'll help define the future of physical operations and be on a team that's shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you'll have the autonomy and support to make an impact as we build for the long term.

**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.
- **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**:

- 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.

Good understanding of ITSM Methodologies.

At Samsara, we welcome everyone regardless of their

  • Supervisor, Customer Support

    hace 3 meses

    Ciudad de México, CDMX Samsara A tiempo completo

    **Who we are** Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the...

  • Supervisor Customer Support

    hace 3 semanas

    Ciudad de México, CDMX Zebra Technologies A tiempo completo

    **Remote Work: No** **Overview**: At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being a part of Zebra Nation means being seen, heard,...

  • Customer Operations Supervisor

    hace 6 meses

    Ciudad de México Percepta International A tiempo completo

    Customer Operations Supervisor MX-DF-Mexico DF **Description**: At Percepta, we bring first-class service across each market we support. **What You’ll Be Doing** The Customer Operations Supervisor is responsible for the supervision of client Customer service teams and provides support for operational initiatives, which include: identifying process...

  • Customer Support Specialist

    hace 6 meses

    Ciudad de México Sur A tiempo completo

    We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent...

  • Customer Support Director

    hace 1 semana

    Ciudad de México, Ciudad de México Dfo Global Performance Commerce Limited A tiempo completo

    Exciting Opportunity at Dfo Global Performance Commerce LimitedWe are seeking a seasoned CUSTOMER SUPPORT DIRECTOR to lead our customer support team. The successful candidate will oversee and prioritize incoming support tickets, ensuring timely and effective resolution.Maintaining strong relationships with users is key. You will communicate ticket statuses...

  • Customer Support Director

    hace 3 semanas

    Ciudad de México, Ciudad de México Abb A tiempo completo

    About the RoleAbb is seeking an experienced Customer Support Director to lead our customer support organization in San Luis Potosi, Mexico. As a key member of our leadership team, you will be responsible for driving strategic planning and operational excellence across our global customer support teams.Key ResponsibilitiesDevelop and implement initiatives to...

  • Customer Support Engineer

    hace 4 semanas

    Ciudad de México, Ciudad de México Kisi A tiempo completo

    About KisiAt Kisi, we're revolutionizing the way people access and secure their spaces. Our innovative technology is transforming how businesses control access to their offices, facilities, and buildings. If you're passionate about cutting-edge technology and want to be part of a dynamic team that's changing the world, we invite you to explore this exciting...

  • Customer Support Engineer

    hace 3 semanas

    Ciudad de México, Ciudad de México Carrier A tiempo completo

    Job OverviewWe are seeking a highly skilled Customer Support Engineer to join our team at Carrier. In this role, you will be responsible for providing exceptional technical support to our customers, ensuring their issues are resolved efficiently and effectively.ResponsibilitiesAs a Customer Support Engineer, your key responsibilities will include:Assisting...

  • Customer Support Representative

    hace 3 semanas

    Ciudad de México, Ciudad de México Capital Recruit A tiempo completo

    About the RoleWe are seeking a highly motivated and customer-oriented individual to join our team as a Customer Support Representative. This role involves providing exceptional customer service, resolving client inquiries, and supporting our users in maximizing the benefits of our SaaS products.

  • Customer Support Advocate

    hace 2 meses

    Ciudad de México, CDMX Hootsuite A tiempo completo

    We're looking for a Customer Support Advocate to help support our customers by providing a world class service within our SLAs, using a passionate and positive approach to the job, as well as in-depth process and product knowledge. You'll be working with our self serve customers to exemplify great customer satisfaction & quality assurance. While working in a...

  • Overnight Customer Support Representative

    hace 4 meses

    Ciudad de México, CDMX OpenTable A tiempo completo

    **This position is set to start on October 28, 2024 for training out of our Mexico City office** **This is for an overnight shift to start, however your schedule may change based on business needs** With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an...

  • Customer Support Team Lead

    hace 3 semanas

    Ciudad de México, Ciudad de México OpenTable A tiempo completo

    About OpenTableWith a strong presence in the hospitality industry, OpenTable is a leading platform that connects diners with restaurants. Our mission is to provide exceptional dining experiences for millions of customers worldwide.About the RoleWe are seeking an experienced Customer Support Supervisor to lead our team of CSRs. The successful candidate will...

  • Customer Support Specialist

    hace 3 semanas

    Ciudad de México Mycronic USA A tiempo completo

    Job SummaryThe Customer Support Specialist focuses on ensuring a seamless customer experience by providing support throughout the sales and order fulfillment process. This role ensures smooth order processing while handling order intake and verifying accuracy. The Customer Support Specialist will coordinate delivery timelines and arrange logistics, as well...

  • Customer Experience Operations Supervisor

    hace 1 mes

    Ciudad de México, CDMX Percepta International A tiempo completo

    Customer Experience Operations Supervisor MX-DF-Mexico DF **Description**: Summary The Team Leader is responsible for the day-to-day leadership and performance of employees on the Digital Engagement (DE) program. The Team Leader directs, supervises, evaluates, and coaches their representatives while motivating and building strong relationships with the...

  • Customer Support Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México GoFleet A tiempo completo

    About the CompanyWe are a leading provider of fleet management solutions, dedicated to delivering exceptional value to our customers through innovative technology and tailored services.Our mission is to provide seamless operations and outstanding user experiences for our global client base.Fleet Management ExpertiseWe offer advanced telematics solutions that...

  • Customer Support

    hace 8 meses

    México Tata Consultancy Services A tiempo completo

    Role: Customer Support Executive Location: Queretaro(Onsite) Greetings! Thank You

  • Customer Support Engineer

    hace 3 semanas

    Ciudad de México, Ciudad de México Cisco A tiempo completo

    About ThousandEyesAt Cisco, we're shaping the future of networking and cybersecurity. Our Internet and cloud intelligence platform delivers unparalleled insights, empowering enterprises and service providers to identify problems before they impact revenue, brand reputation, or employee productivity.The Technical Account Manager (TAM) role is a proactive...

  • Bilingual Customer Support Agent

    hace 2 meses

    Ciudad de México, CDMX OKTO A tiempo completo

    OKTO is on an exciting journey of growth, and we are looking for talented individuals who can showcase their professionalism, passion, and creativity. Join us, and you will find ample opportunities for career advancement, challenges, and a pathway for growth. Since our inception in 2019, we have been enhancing payment interactions in the online and retail...

  • Customer Support Specialist

    hace 6 meses

    Ciudad de México Wood Mackenzie A tiempo completo

    Company Description Wood Mackenzie are the global research, analytics, and consultancy business powering the natural resources industry. For 50 years, we have been providing the quality data, analytics, and insights our customers rely on to inspire their decision making. Our dedicated oil, gas & LNG, power & renewables, chemicals, metals & mining sector...

  • Customer Support Hero

    hace 3 meses

    Ciudad de México, CDMX Agorapulse A tiempo completo

    **Managing your social networks has never been so simple !** **Who are we ?** European leader in social media management, Agorapulse is deployed in 15 countries and supports +31,000 users worldwide. We are the highest rated social media management software in Europe based on thousands of real users’ reviews on G2. You can start a free trial to see for...