Supervisor, Technical Support

View full description

Requirements:

• BA/BS degree or equivalent work experience required.
• 2+ years of leadership experience in technical support within a contact center environment in the last 3 years.
• Technical acumen in Hardware, Networking, or API integrations.
• Bilingual proficiency in English and Spanish is a must.
• Proven track record of leading high-performance technical support teams in a high-volume, contact center environment.
• Strong understanding of the Behavioral Coaching Model, including experience with SMART goal-setting or similar frameworks.
• Experience with performance management and professional development planning for both FTE and contingent workforces.
• Familiarity with CRM and ticketing platforms such as Zendesk or Salesforce Service Cloud.
• Excellent problem-solving and troubleshooting skills with the ability to think critically and exercise mature judgment.
• Superior customer-facing skills, with the ability to effectively communicate and represent Samsara with strategic accounts and partners.
• Experience working in a global support environment across multiple time zones.

Responsibilities:

• Lead and mentor a team of Level 1 Technical Support Specialists, fostering a culture of continuous learning and professional growth.
• Provide real-time coaching and feedback, leveraging the Behavioral Coaching Model to drive team development and performance improvements.
• Conduct regular ticket audits and QA reviews, identifying trends and opportunities to enhance customer interactions.
• Work closely with Training, Workforce Management, and Support Operations to plan and execute structured onboarding and ongoing development programs for the team.
• Establish and track clear performance metrics to ensure service levels, quality standards, and customer satisfaction goals are met.
• Hire, develop, and lead an inclusive and high-performing team, ensuring alignment with Samsara’s cultural principles.
• Manage real-time operations across multiple contact channels (Phone, Email, Chat), adjusting coverage as needed to maintain service levels.
• Oversee scheduling, time-off requests, and time reporting for full-time employees and contractors.
• Serve as the first point of escalation for complex customer issues, ensuring timely resolution and working with leadership as needed.
• Think strategically about existing support processes, proactively identifying areas for improvement and implementing best practices.
• Assist with peak phone volumes to stay connected with customer needs and maintain a hands-on understanding of team challenges.
• Collaborate cross-functionally with Product, Engineering, and Sales teams to escalate critical customer issues and provide feedback on product enhancements.
• Identify opportunities to optimize technical support workflows, automation, and self-service resources to improve efficiency and scalability.
• Drive adoption of ITSM methodologies and best practices to enhance support processes and service delivery.
• 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.