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Customer Support Manager
hace 2 meses
About the Role:
Samsara is a pioneer in the Connected Operations Cloud, a platform that enables organizations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. As the Customer Support Manager, you will be responsible for building and leading a frontline Customer Support team that provides a world-class customer experience to Samsara's end users.
Key Responsibilities:
- Drive the overall Frontline Customer Support strategy, including staffing, tools, and processes to ensure best-in-class customer satisfaction across all support channels.
- Coach and develop frontline Supervisors to embody behavioral-based coaching models that drive consistent improvement across the organization.
- Maintain customer satisfaction and internal quality levels at, or above, stated objectives and communicate performance and progress to the team and management.
- Effectively manage strategic staffing and contract partners critical to frontline success, reviewing SLAs, quality, and ensuring consistency.
- Ensure productivity goals for the team are clearly understood, monitored, and achieved to maintain appropriate customer satisfaction and staffing.
- Ensure the group manages a quality end-to-end process from issue submission through resolution while meeting the service expectations of customers and the organization.
- Provide effective reporting to peers and management on KPIs, key objectives, and measures.
- Successfully manage onboarding and continuing education needs for the frontline team.
- Analyze and report on top customer trends to identify opportunities for training, process, or product improvement.
- Champion, role model, and embed Samsara's cultural principles as we scale globally and across new offices.
- Hire, develop, and lead an inclusive, engaged, and high-performing team.
Requirements:
- 5-8 years of leadership experience in a high-volume contact center support environment.
- Strong problem-solving skills with the ability to exercise mature judgment.
- Solid knowledge of support processes and the ability to identify and drive changes in productivity and scalability.
- Ability to guide teams through periods of high growth.
- Superior customer-facing skills with the ability to represent Samsara with strategic accounts and partners.
- Excellent analytic skills and knowledge of reporting tools, and effectively presenting actionable insights at various levels throughout the organization.
- Strong technology skills with the ability to aid the team in pursuing creative solutions to resolve complex issues from customers.
- Proven ability to hire, retain, and grow a talented workforce.
- Bilingual - English and Spanish fluency is a must.
Preferred Qualifications:
- BA/BS or equivalent work experience required.
About Samsara:
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. We welcome everyone regardless of their background and are committed to increasing diversity across our team.
