Manager, Customer Support

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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.