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Manager, Customer Support

Posted 19 days agoViewed

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💎 Seniority level: Manager, 5-8 years

📍 Location: US

💸 Salary: 74970 - 100800 USD per year

🔍 Industry: Internet of Things (IoT)

🏢 Company: Samsara👥 1001-5000💰 Secondary Market about 4 years ago🫂 Last layoff over 4 years agoCloud Data ServicesBusiness IntelligenceInternet of ThingsSaaSSoftware

🗣️ Languages: English, Spanish, French

⏳ Experience: 5-8 years

🪄 Skills: LeadershipStrategyCollaborationCoaching

Requirements:
  • 5-8 years of leadership experience in a high-volume contact center support environment.
  • Strong problem-solving skills with mature judgment.
  • Solid knowledge of support processes and ability to drive changes in productivity and scalability.
  • Ability to guide teams through high growth periods with superior customer-facing skills.
  • Excellent analytic skills with knowledge of reporting tools and ability to present actionable insights.
  • Strong technology skills to resolve complex customer issues.
  • Proven ability to hire, retain, and grow a talented workforce.
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 for consistent improvement.
  • Maintain customer satisfaction and internal quality levels at or above stated objectives and communicate progress effectively.
  • Manage strategic staffing and contract partners critical to frontline success, ensuring consistency and quality.
  • Ensure productivity goals for the team are understood and monitored for achieving customer satisfaction.
  • Provide reporting on KPIs and objectives, manage onboarding and education needs, analyze top customer trends for improvement opportunities.
  • Champion and model Samsara's cultural principles while hiring and leading an inclusive and high-performing team.
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