Customer Support Team Supervisor
hace 3 semanas
About Our Team:
Samsara is a pioneering company in the Connected Operations Cloud, serving organizations that rely on physical operations to harness IoT data and develop actionable insights. Our team helps improve safety, efficiency, and sustainability in global industries, including agriculture, construction, field services, transportation, and manufacturing.
Our Opportunity:
We are seeking a highly skilled supervisor to lead our Level 1 Customer Support team. As a key member of our team, you will be responsible for coaching and mentoring team members, handling customer escalations, and overseeing the team's productivity. Your primary goal is to empower your team to deliver fast, consistent, and world-class customer support.
Key Responsibilities:
- Monitor and manage incoming contact channels (phone, email, chat) and agent status to ensure adequate coverage.
- Maintain schedules, monitor time-off requests, and report time for FTEs and contract workers.
- Train, coach, and educate Level 1 agents to meet the highest standards for customer support.
- Conduct regular ticket audits and reviews, practicing active coaching daily.
- Collaborate with Supervisors, Training/Enablement, Workforce Management, and Support Operations Leadership to plan and execute structured education.
- Respond to Tier 1 questions and escalations, working with management to resolve issues when needed.
- Think strategically about process improvements and answer customer-facing calls to stay up-to-date with customers and the team.
- Champion Samsara's cultural principles, including Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team.
- Lead an inclusive, engaged, and high-performing team, and may be required to work after-hours or weekends.
Requirements:
- 1+ years of leadership experience in a high-volume contact center support environment.
- Strong understanding of Behavioral-Based Coaching Model and performance management for FTEs and contingent workforces.
- Experience in problem-solving and troubleshooting, exercising mature judgment.
- Superior customer-facing skills, representing Samsara with strategic accounts and partners.
- BA/BS or equivalent work experience required; Spanish and/or French language proficiency a plus.
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