Supervisor, Customer Support
Company:Samsara
Location:Mexico City and Metropolitan area, EST, PST
Languages:English, Spanish
Seniority level:Lead, 1-3 years of leadership experience
Experience:1-3 years of leadership experience
Skills:
LeadershipPeople ManagementCross-functional Team LeadershipOperations ManagementCommunication SkillsProblem SolvingMentoringEnglish communicationCoachingTrainingCustomer support
Requirements:
1-3 years of leadership experience in a high-volume contact center support environment. 1+ years of leadership experience supporting teams in customer retention capacities. Spanish and English language proficiency. Strong understanding of Behavioral-Based Coaching Model. Experience establishing expectations for development and performance management. Strong problem-solving and troubleshooting skills. Superior customer-facing skills. BA/BS or equivalent work experience.
Responsibilities:
Monitor and manage incoming contact channels and agent status. Maintain schedules and monitor time-off requests and time reporting. Train, coach, and educate Level 1 agents. Conduct regular ticket audits and reviews. Collaborate with other supervisors and leadership on education planning. Act as the initial point of escalation for Tier 1 questions. Improve current processes. Answer customer-facing calls during peak volumes. Champion Samsara's cultural principles. Hire, develop, and lead an inclusive team. May be asked to work after-hours and/or weekends.
