Samsara · 22 hours ago
Customer Support Supervisor
United States
Full-time
Remote
Entry, Mid Level
$54K/yr - $72K/yr
1+ years expSamsara is the pioneer of the Connected Operations™ Cloud, helping organizations improve their physical operations through IoT data. The Customer Support Supervisor will manage the Level 1 Customer Support team, focusing on coaching, mentoring, and ensuring high standards of customer support are met.
Business IntelligenceCloud Data ServicesInternet of ThingsSaaSSoftware
Responsibilities
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
Maintain schedules and monitor time-off requests and time reporting for FTE’s and contract workers
Train, continually coach & educate the Level 1 agents to ensure the highest standards for our customer support experience are achieved and maintained
Conduct regular ticket audits and reviews (informally and through QA) and constantly practice active coaching on a day-to-day basis
Work closely alongside other Supervisors, Training/Enablement, Workforce Management, and Support Operations Leadership to plan/execute structured education (both for initial onboarding and ongoing development)
Be the initial point of escalation for Tier 1 questions and escalations from your team, and work with the management team on the resolution when needed
Constantly go above and beyond to serve our customers and your team, and be a standard-setting example for customer satisfaction
Think strategically about the current process and how to improve them
Answer customer-facing calls in order to remain up to date with the customers and team and to assist with peak phone volumes
Hire, develop and lead an inclusive, engaged, and high performing team
May be asked to work an assigned shift that covers after-hours and/or weekends
Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
Qualification
Required
1-3 years of leadership experience as a leader of individuals in a high-volume contact center support environment is required
1+ years of leadership experience supporting teams in customer billing, finance and retention capacities
Bilingual English/Spanish required
We welcome applications from candidates with a bachelor's degree or those who have gained equivalent expertise through practical experience in Customer Support or related fields
Strong understanding of Behavioral-Based Coaching Model including establishing effective goals through a SMART model or similar
Experience establishing expectations around development and performance management
Strong problem-solving and troubleshooting skills with the ability to exercise mature judgment
Superior customer-facing skills with the ability to represent Samsara with strategic accounts and partners
Preferred
COPC, CCSP or other customer support related certifications
Experience in leading global Teams
Benefits
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Company
Samsara
Samsara is digitizing the world of physical operations.
1001-5000 employees
H1B Sponsorship
Samsara has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (68)
2024 (53)
2023 (59)
2022 (70)
2021 (1)
2020 (8)
Funding
Current Stage
Public CompanyTotal Funding
$930MKey Investors
General CatalystAndreessen Horowitz
2021-12-15IPO
2020-09-24Secondary Market
2020-05-20Series F· $700M
Leadership Team
Sanjit Biswas
CEO
Ben Calderon
CTO - Hardware & Operations
Recent News
2025-12-31
2025-12-31
Andreessen Horowitz
2025-12-31
Company data provided by crunchbase