Manager, Customer Support

Posted 3 days agoViewed

💎 Seniority level: Manager, 5-8 years

📍 Location: US

💸 Salary: 74970.0 - 100800.0 USD per year

🔍 Industry: Internet of Things (IoT), Connected Operations

🗣️ Languages: English, Spanish, French

⏳ Experience: 5-8 years

🪄 Skills: LeadershipData AnalysisStrategic ManagementAnalytical SkillsProblem SolvingCustomer support

5-8 years of leadership experience in a high-volume contact center support environment.
Strong problem-solving skills and mature judgment.
Solid knowledge of support processes and ability to identify changes for productivity.
Ability to guide teams during high growth.
Superior customer-facing skills for strategic accounts.
Excellent analytic skills with reporting tools for actionable insights.
Strong technology skills for creative issue resolution.
Proven ability to hire, retain, and develop a talented workforce.

Drive the overall Frontline Customer Support strategy, including staffing, tools, and processes for customer satisfaction.
Coach and develop frontline Supervisors using behavioral-based coaching models.
Maintain customer satisfaction and internal quality levels, communicating performance to the team.
Manage strategic staffing and review SLAs and quality.
Ensure productivity goals are understood and achieved.
Manage a quality end-to-end process from issue submission to resolution.
Provide reporting on KPIs and key objectives.
Oversee onboarding and continuing education for the frontline team.
Analyze customer trends for training and process improvement.
Champion Samsara's cultural principles and build an inclusive team.

Posted 2 months ago

📍 US

🧭 Full-Time

💸 74970 - 100800 USD per year

🔍 Internet of Things (IoT)

🔧 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.

LeadershipStrategyCollaborationCoaching

Posted 2 months ago