Samsara’s Director of Customer Support in Atlanta will be responsible for delivering a world-class customer support experience to Samsara’s rapidly-expanding user-base during our hyper growth. They will be responsible for a team of 40-50 Technical Support Representatives and Support Managers. They will design and drive the strategy for our Support organization, including hiring planning, technology solutions to improve efficiencies and reduce costs, and organizational design. Daily responsibilities include managing the Support managers who oversee capacity planning & shift management, team development and pathing. We need someone who can be both an excellent operational manager and an outstanding people leader.
Lead a team of >30 world-class technical support representatives who are responsible for answering technical support requests via email, chat, and phone
Lead a dedicated Knowledge Management team responsible for building and maintaining our knowledge base, training academy and troubleshooting documentation
Develop training and processes based on best practices and innovative solutions to improve customer satisfaction and customer retention
Define, track and report on key performance indicators to determine support effectiveness and efficiency
Work cross-functionally with Sales, Product Management and Engineering to drive insights from Support interactions to the rest of the business
Collaborate with our Product and Engineering teams to resolve complex technical issues, document product bugs and influence our product roadmap
Act as a key liaison between Engineering, Customer Success and Sales on technical issues affecting our customers
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.