Supervisor, Customer Support

<div class="content-intro"><p><span style="font-family: arial, helvetica, sans-serif;"><strong>Who we are</strong></span></p> <p><span style="font-weight: 300; font-family: arial, helvetica, sans-serif;">Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.</span></p> <p><span style="font-weight: 300; font-family: arial, helvetica, sans-serif;">Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.</span></p></div><p><strong>About the role:</strong></p> <p>We are looking for a supervisor capable of managing the day-to-day interactions and processes in our Level 1 Customer Support team. In this role, your main priority is to be available as a coach and mentor for your team members, providing insight into daily responsibilities, handling customer escalations, and overseeing your team to keep them on task. You will be responsible for contributing to the productivity of the support team as well as leading by example. Your goal is to empower your team to produce fast, consistent, world-class customer support and be present for the needs of the team. </p> <p>Our ideal candidate is a high performer with experience leading a team in a contact center environment. This role will focus on training, teaching, and empowering our Level 1 Customer Support Specialists to grow into high-performing members of the support team.</p> <p><strong>This is a remote position open to candidates based in Mexico City and Metropolitan area.</strong></p> <p> </p> <p><strong>You should apply if:</strong></p> <ul> <li><strong>You want to impact the industries that run our world:</strong> Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.</li> <li><strong>You are the architect of your own career:</strong> If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment.</li> <li><strong>You’re energized by our opportunity:</strong> The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.</li> <li><strong>You want to be with the best:</strong> At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. </li> </ul> <p> </p> <p><strong>In this role, you will:</strong> </p> <ul> <li>Be responsible for day-to-day monitoring and management of incoming contact channels (Phone, Email, Chat) and agent status to ensure adequate coverage, making adjustments as needed. </li> <li>Maintain schedules and monitor time-off requests and time reporting for FTE’s and contract workers. </li> <li>Train, continually coach educate the Level 1 agents to ensure the highest standards for our customer support experience are achieved and maintained.</li> <li>C ... (truncated, view full listing at source)