Manager, Technical Support - Remote

Posted 3 days ago

Customer Service

Full Time

Technical Support

Team Management

Customer Satisfaction

Overview

The Manager, Technical Support will oversee the Level 1 Technical Support team, focusing on coaching and mentoring team members to provide exceptional customer service.

In Short

Manage day-to-day operations of the Level 1 Technical Support team.
Coach and mentor team members for improved performance.
Handle customer escalations effectively.
Drive overall Frontline Technical Support strategy.
Maintain high customer satisfaction levels.
Ensure productivity goals are met.
Analyze customer trends for process improvements.
Hire and develop a high-performing team.
Report on KPIs and team performance.
Foster a culture of excellence and support.

Requirements

Fluency in German is essential.
3+ years of experience in a contact center or technical support.
BA/BS degree or equivalent experience.
Strong problem-solving and troubleshooting skills.
Ability to guide teams through high growth.
Excellent customer-facing skills.
Strong analytical skills and reporting abilities.
Proficient in technology and creative solutions.
Proven ability to hire and develop talent.
French language proficiency is a plus.

Benefits

Competitive total compensation package.
Remote and flexible working options.
Health benefits.
Employee-led charity fund.
Opportunities for career development.

Samsara

Samsara (NYSE: IOT) is a leading innovator in the Connected Operations™ Cloud, providing a platform that empowers organizations reliant on physical operations to leverage Internet of Things (IoT) data for actionable insights and operational improvements. With a focus on enhancing safety, efficiency, and sustainability across critical industries such as agriculture, construction, transportation, and manufacturing, Samsara is at the forefront of digital transformation. The company boasts a diverse range of product solutions, including Video-Based Safety, Vehicle Telematics, and Equipment Monitoring, and is committed to fostering a collaborative and inclusive work environment that values growth and customer success.

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