Supervisor, Customer Support - Remote

Overview

The Supervisor for Customer Support will manage daily interactions and processes within the Level 1 Customer Support team, focusing on coaching, mentoring, and ensuring high standards of customer service.

In Short

• Manage day-to-day operations of the Level 1 Customer Support team.
• Provide coaching and mentorship to team members.
• Handle customer escalations and ensure team productivity.
• Train and empower support specialists to excel in their roles.
• Monitor incoming contact channels for adequate coverage.
• Conduct ticket audits and provide active coaching.
• Collaborate with other departments for structured education.
• Champion Samsara’s cultural principles.
• Hire and develop a high-performing team.
• May require after-hours or weekend shifts.

Requirements

• 1-3 years of leadership experience in a contact center environment.
• 1+ years of experience in customer retention.
• Strong understanding of Behavioral-Based Coaching Model.
• Bilingual in Spanish and English.
• Experience with performance management.
• Strong problem-solving skills.
• Excellent customer-facing skills.
• BA/BS or equivalent work experience.

Benefits

• Competitive total compensation package.
• Remote and flexible working options.
• Health benefits.
• Opportunities for career development.