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Supervisor, Safety Event Review

hace 2 semanas

Ciudad de México, Ciudad de México 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, and Equipment Monitoring. 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:

Samsara is seeking a dynamic and people-first Safety Event Review (SER) Supervisor to lead our growing team of SER agents. This role is critical in ensuring high-quality, efficient review of AI-detected safety events that directly impact driver safety and fleet operations for Samsara customers. As the frontline leader for the team, you'll serve as a mentor, coach, and operations steward - focusing on performance, engagement, and growth of your team while upholding Samsara's high bar for excellence.

You'll be the go-to person for escalations, quality assurance, shift oversight, and real-time decision-making. Success in this role means driving quality reviews at scale, developing your team into high-performing contributors, and supporting Samsara's mission to increase the safety, efficiency, and sustainability of the operations that power the world.

This is a remote position open to candidates in Mexico City - nearby metropolitan area or Guadalajara. Relocation assistance will not be provided for this role.

You should apply if:

  • 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, 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-calibre team that will encourage you to do your best.

In this role, you will:

  • Monitor day-to-day SER queue health and agent availability to ensure service level agreements (SLAs), turnaround times, and review quality targets are met
  • Maintain schedules and monitor time-off requests and time reporting for specialists
  • Continually coach & educate specialists to ensure service levels are achieved and maintained.
  • Conduct regular audits and reviews, through QA, and consistently coach agents on a day-to-day basis.
  • Act as the first point of contact for escalations, policy clarifications, and day-to-day agent support needs.
  • Some of your daily responsibilities include conducting quality checks of the specialist's transactions to ensure a high level of quality.
  • Champion, role model, and embed Samsara's cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team) as we scale globally and across new offices.
  • Hire, develop, and lead an inclusive, engaged, and high-performing team.
  • Work a full time 40 hour/week shift in 5x8 shift format.
  • May be asked to work an assigned shift that covers after-hours and/or weekends and/or rotating shifts.

Minimum requirements for the role:

  • 1+ years of leadership experience as a supervisor in a high-volume contact center environment.
  • Being bilingual in English and Spanish is a must.
  • We welcome applications from candidates with a bachelor's degree or those who have gained equivalent expertise through practical experience in related fields.
  • Strong understanding of the Behavioral Based Coaching Model including establishing effective goals through a SMART model or similar.
  • Experience establishing expectations around development and performance management.
  • Strong problem-solving and troubleshooting skills with the ability to exercise good judgment.
  • Strong understanding of driving and traffic norms.
  • Driver's license is required.

An ideal candidate also has:

  • Experience in telematics, logistics, safety programs, safety management.
  • Experience in data tagging or video validation environment.

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email or click here if you require any reasonable accommodations throughout the recruiting process.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual's ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in '' or '@us-greenhouse-'. For more information regarding fraudulent employment offers, please visit our blog post here.