Job description
Who we are
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.
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, Equipment Monitoring, and Site Visibility. 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.
About the role:
We are looking for a Supervisor 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. 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 technical support and be present for the needs of the team.
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 Technical Support Specialists to grow into high-performing members of the support team.
This is a remote position open to candidates residing in Mexico City, Metropolitan area and Guadalajara .
You should apply if:
- You want to impact the industries that run our world: 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.
- You are the architect of your own career: 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.
- You’re energized by our opportunity: 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.
- You want to be with the best: 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.
In this role, you will:
Team Leadership & Performance Management:
- Lead and mentor a team of Level 1 Technical Support Specialists, fostering a culture of continuous learning and professional growth.
- Provide real-time coaching and feedback, leveraging the Behavioral Coaching Model to drive team development and performance improvements.
- Conduct regular ticket audits and QA reviews, identifying trends and opportunities to enhance customer interactions.
- Work closely with Training, Workforce Management, and Support Operations to plan and execute structured onboarding and ongoing development programs for the team.
- Establish and track clear performance metrics to ensure service levels, quality standards, and customer satisfaction goals are met.
- Hire, develop, and lead an inclusive and high-performing team, ensuring alignment with Samsara’s cultural principles.
Operational Excellence & Customer Experience:
- Manage real-time operations across multiple contact channels (Phone, Email, Chat), adjusting coverage as needed to maintain service levels.
- Oversee scheduling, time-off requests, and time reporting for full-time employees and contractors.
- Serve as the first point of escalation for complex customer issues, ensuring timely resolution and working with leadership as needed.
- Think strategically about existing support processes, proactively identifying areas for improvement and implementing best practices.
- Assist with peak phone volumes to stay connected with customer needs and maintain a hands-on understanding of team challenges.
Continuous Improvement & Strategic Initiatives:
- Collaborate cross-functionally with Product, Engineering, and Sales teams to escalate critical customer issues and provide feedback on product enhancements.
- Identify opportunities to optimize technical support workflows, automation, and self-service resources to improve efficiency and scalability.
- Drive adoption of ITSM methodologies and best practices to enhance support processes and service delivery.
- Champion, role model, and embed Samsara’s cultural principles: Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team.
Minimum requirements for the role:
- BA/BS degree or equivalent work experience required.
- 2+ years of leadership experience in technical support within a contact center environment in the last 3 years.
- Technical acumen in Hardware, Networking, or API integrations.
- Bilingual proficiency in English and Spanish is a must.
- Proven track record of leading high-performance technical support teams in a high-volume, contact center environment.
- Strong understanding of the Behavioral Coaching Model, including experience with SMART goal-setting or similar frameworks.
- Experience with performance management and professional development planning for both FTE and contingent workforces.
- Familiarity with CRM and ticketing platforms such as Zendesk or Salesforce Service Cloud.
- Excellent problem-solving and troubleshooting skills with the ability to think critically and exercise mature judgment.
- Superior customer-facing skills, with the ability to effectively communicate and represent Samsara with strategic accounts and partners.
- Experience working in a global support environment across multiple time zones.
An ideal candidate also has:
- French proficiency is a plus.
- Strong knowledge of ITSM or COPC methodologies and best practices.
Additional Information:
This role may require working an assigned shift that includes after-hours and/or weekends based on business needs.
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.
Flexible Working
At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.
