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Samsara Inc. is on a mission to increase the sustainability of the operations that power the global economy. The company pioneers the Connected Operations Cloud
Manager, Technical Support
Location
Mexico
Posted
154 days ago
Salary
0
Seniority
Senior
Job Description
Manager, Technical Support
Samsara
• Drive your team’s performance ensuring best-in-class customer satisfaction across all support channels (e.g. phone, chat, web). • Maintain customer satisfaction and internal quality levels at, or above, stated objectives and appropriately communicate performance and progress to the team and management. • Effectively manage staff and contract partners critical to our frontline success, reviewing SLA’s, quality and ensuring consistency. • Ensure productivity goals for the team are clearly understood, monitored, and achieved in order to maintain appropriate customer satisfaction and staffing. • Ensure that the group manages a quality end-to-end process from issue submission through resolution while meeting the service expectations of the customers and the organization. • Provide effective reporting to peers and management on KPIs, key objectives, and measures. • Successfully manage onboarding and continuing education needs for the frontline team. • Analyze and report on top customer trends to identify opportunities for training, process, or product improvement. • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices. • Hire, develop and lead an inclusive, engaged, and high performing team.
Job Requirements
- 3+ years of leading teams within a high-volume contact center support environment is required.
- BA/BS or equivalent work experience required.
- Bilingual - Spanish and English fluency is a must.
- Strong problem-solving and troubleshooting skills with the ability to exercise mature judgment.
- Solid knowledge of support processes and the ability to identify and drive changes in productivity and scalability.
- Ability to guide teams through periods of high growth.
- Superior customer-facing skills with the ability to represent Samsara with strategic accounts and partners.
- Excellent analytic skills and knowledge of reporting tools effectively presenting actionable insights at various levels throughout the organization.
- Strong technology skills with the ability to aid the team in pursuing creative solutions to resolve complex issues from customers and the sales teams.
- Proven ability to hire, retain and grow a talented workforce.
Benefits
- Full time employees receive a competitive total compensation package along with employee-led remote and flexible working
- health benefits
- much, much more
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• Technical Troubleshooting: Respond to and resolve complex technical inquiries, issues, and requests related to our products and services in a timely manner. • Problem Resolution: Identify, troubleshoot, and provide effective solutions for technical bottlenecks involving cloud infrastructure and web applications. • Documentation: Maintain accurate, detailed, and up-to-date records of all customer interactions, technical issues, and successful resolutions within our support system. • Product Knowledge: Continuously deepen your expertise in our evolving product suite and services to provide superior technical guidance. • Feedback Loop: Provide ongoing, data-driven input to our internal engineering team to help improve and develop our products based on real-world customer demands and pain points.
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