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Manager, Customer Support

Samsara

Samsara

Customer Service
United States · Remote
Posted on Tuesday, May 28, 2024

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, Equipment Monitoring, and Site Visibility. 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:

As the Manager of Customer Support, you will be responsible for building up and leading a frontline Customer Support team with one goal: providing a world-class customer experience to Samsara's end users. You will own the daily management of our Frontline Support Team Supervisors across all inbound channels and support the Customer Support specialists in meeting and exceeding service level and quality objectives. Your responsibilities will include hiring and retaining top talent and driving efficiencies and improvements in the service we deliver to our customers and internal teams. You will be directly responsible for putting in place best practices for the support team meant to drive towards the constant improvement of the customer experience while also improving internal tools, processes, and performance. You must thrive in a fast-paced environment while motivating, recognizing, coaching, and training members of your organization. Additionally, you will be responsible for assisting the Director of Support with organizational development, strategic projects, and building a team obsessed with the customer experience.

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.

Click here to learn more about Samsara's cultural philosophy.

In this role, you will:

  • Drive the overall Frontline Customer Support strategy, including staffing, tools, and processes to ensure best-in-class customer satisfaction across all support channels (e.g. phone, chat, web)
  • Coach and develop our frontline Supervisors to embody behavioral-based coaching models meant to drive consistent improvement across the organization
  • Maintain customer satisfaction and internal quality levels at, or above, stated objectives and appropriately communicate performance and progress to the team and management
  • Effectively manage strategic staffing and contract partners critical to our frontline success, reviewing SLAs, quality and ensuring consistency
  • Ensure productivity goals for the team are clearly understood, monitored, and achieved in order to maintain appropriate customer satisfaction and staffing
  • Ensure that the group manages a quality end-to-end process from issue submission through resolution while meeting the service expectations of the 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 (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
  • Hire, develop, and lead an inclusive, engaged, and high-performing team

Minimum requirements for the role:

  • 5-8 years of leadership experience in which you were directly responsible for leading leaders in a high-volume contact center support environment is required
  • 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

An ideal candidate also has:

  • BA/BS or equivalent work experience required
  • Bilingual - Spanish and/or French a plus

Samsara’s Compensation Philosophy: Samsara’s compensation program is designed to deliver Total Direct Compensation (based on role, level, and geography) that is at or above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs) for eligible roles. For eligible roles, a new hire RSU award may be awarded at the time of hire, and additional RSU refresh grants may be awarded annually.

We pay for performance, and top performers in eligible roles may receive above-market equity refresh awards which allow employees to achieve higher market positioning.

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.
$74,970$126,000 USD

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. We are committed to increasing diversity across our team and ensuring 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, Samsara for Good charity fund, 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 accessibleinterviewing@samsara.com 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 ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.