Technical Support Manager

Company: Samsara Inc
Location: Atlanta
Posted on: November 23, 2020

Job Description:

Who We Are Samsara, founded in 2015, is a leader in Industrial IoT and our mission is to increase the efficiency, safety, and sustainability of the operations that power our economy. Our solutions combine hardware and software to bring real-time visibility, analytics, and AI to operations across various industries. Samsara's fast-growing team is headquartered in San Francisco, with offices in San Jose, Atlanta, and London. Our team has raised $930M from Andreessen Horowitz, General Catalyst, Tiger Global, Dragoneer, AllianceBernstein Holding LP, Franklin Templeton, General Atlantic, Sands Capital Management and Warburg Pincus LLC. At Samsara, we welcome all. All sizes, colors, cultures, sexes, beliefs, religions, ages, people. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact. About the role: You will be responsible for managing a team of Tier 1 Technical Support Specialists made up of full time and contract employees. The team is responsible for supporting customers through live channels (Phone and Chat) 247. You will be responsible for directly monitoring, reporting, and driving improvements in team-level metrics and KPI's. Experience in technical support and managing in a contact center environment is a must. In this role, you will: - Directly manage a team of Tier 1 Technical Support Specialists and assist in recruiting and hiring to support rapid growth - Maintain a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA's for phone and chat, - Highly visible to the team and active in managing schedules and making real-time adjustments to assignments to ensure fast response and quality service - Successfully manage onboarding and continuous education for members of the team - Manage interactions between Support and other departments pertaining to customer issues/feedback - Mentoring new hires as the organization grows quickly - Model and support the Samsara cultural principles - Obsess over customers, build for the long term, and challenge yourself Minimum requirements for this role: - B.A./B.S. required, preferably in a technical or quantitative field - 5 years of experience in a high volume technical support role - 2+ years of experience leading a team - Strong spoken and written language skills for working with high-value customers and publishing documentation - Experience managing remote workers is a plus - Experience with Zendesk is a plus Benefits Working at Samsara has its perks: for all global employees, we provide private medical and dental insurance plus growth and development opportunities, as well as regular virtual team and company events. In the US we offer flexible vacation time, EMEA employees receive 25 vacation days plus national bank holidays. Post-COVID we'll be back in our global offices with numerous in-office perks. Regarding COVID-19 With the spread of COVID-19, Samsara's global offices will remain closed until further notice with the exception of employees that require access to hardware and lab equipment. Our primary concern is for the health and well-being of our employees as well as candidates. We have transitioned all interviews and onboarding to be conducted virtually via Zoom video conferencing. Employees are also able to work from countries and states where Samsara is a registered entity through June 2021. All employees are expected to return to our offices when they reopen with the exception of field-based roles. If you have any questions or concerns before applying, feel free to contact us at .

Keywords: Samsara Inc, Atlanta , Technical Support Manager, Executive , Atlanta, Georgia