Supervisor, Safety Event Review

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.