Manager, Technical Support Level 1

We are looking for a Manager capable of managing the day-to-day interactions and processes in our Level 1 Technical Support team. In this role, your main priority is to be available as a coach and mentor for your team members (both FTE and contract employees), providing insight into daily responsibilities, handling customer escalations, and overseeing your team to keep them on task.

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

• Competitive total compensation package
• Employee-led remote and flexible working
• Health benefits