Operations Team Lead
hace 2 semanas
Samsara is a pioneering company in the Connected Operations Cloud, enabling organizations to harness IoT data and improve their operations. Our mission is to enhance safety, efficiency, and sustainability in the physical world.
We are part of the global economy's infrastructure, representing over 40% of GDP, including industries like agriculture, construction, field services, transportation, and manufacturing. At Samsara, we're committed to digitally transforming these operations at scale.
Our OpportunityWe're seeking an experienced leader to join our Level 1 Customer Support team as a supervisor. Your primary focus will be on coaching and mentoring your team members, handling customer escalations, and overseeing daily tasks to ensure high productivity and customer satisfaction.
As a key member of our support team, you'll be responsible for training, development, and performance management of your team. You'll work closely with other supervisors, training teams, and leadership to plan and execute structured education programs. Additionally, you'll handle customer-facing calls during peak hours, ensuring seamless support experiences.
Responsibilities- Monitor and manage incoming contact channels (phone, email, chat) and agent status to ensure adequate coverage.
- Maintain schedules and monitor time-off requests and time reporting for FTEs and contract workers.
- Train, coach, and educate Level 1 agents to achieve exceptional customer support standards.
- Conduct regular ticket audits and reviews, providing active coaching and guidance.
- Collaborate with other leaders to develop and implement process improvements.
To succeed in this role, you'll need:
- 1+ years of leadership experience in a high-volume contact center environment.
- Strong understanding of behavioral-based coaching models and performance management.
- Experience establishing expectations for development and performance management.
- Superior customer-facing skills and problem-solving abilities.
At Samsara, we value our employees' growth and well-being. As a full-time employee, you'll receive a competitive total compensation package, flexible working arrangements, health benefits, and opportunities for professional development.
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