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

In this role, you will have the opportunity to lead our Front Line Technical Support Teams, which is responsible for phone and chat support to our customers. . Your duties will include directly monitoring, reporting, and driving improvements in team-level metrics and KPI’s, keeping up with new products and ongoing training and developing processes. Your role will be hands-on in nature, leading a team of managers and supervisors, full-time employees, and contract workers. 

In this role, you will: 

  • Directly manage a teams of managers, supervisors, and Technical Support Specialists 
  • 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
  • Model and support the Samsara cultural principles - Obsess over customers, build for the long term, and challenge yourself
  • Partner with Senior Leadership to build and evaluate goals and objectives around customer satisfaction, organizational efficiency, and employee engagement.
  • Analyze and report on top customer trends to Senior Leadership and Product Development teams to help identify opportunities for product and process improvements.

An ideal candidate has:

  • B.A./B.S. required, preferably in a technical or quantitative field (engineering, applied math, etc.) A degree in an STEM field is a plus; an MBA is a big plus
  • 5+ years of leadership experience in technical support is required.
  • Experience managing managers and supervisors
  • Strong problem solving and troubleshooting skills with the ability to exercise mature judgment
  • Experience managing in a contact center environment with high phone volume and understanding on how to positively impact service levels. 
  • Ability to balance between strategic projects and initiatives, and tactical day-to-day management of a team (including actively coaching on case handling, monitoring of queues & schedules).
  • Demonstrated experience as a senior resource leading in the definition of systems strategy, gathering and documenting business requirements.

Benefits

Working at Samsara has its perks: for all full-time 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.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please let us know if you require any reasonable accommodations for your interview (e.g., sign language interpreters, reading assistance, facility access, device or equipment modification, etc.)

Regarding COVID-19

With the spread of COVID-19, Samsara's global offices will remain closed until further notice except for 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, full list of locations here. All employees are expected to return to our offices when they reopen except for field-based and fully remote roles.

If you have any questions or concerns before applying, feel free to contact us at jobs@samsara.com.

Apply for this Job

* Required

  
  


Demographic Questions (US, EMEA, Mexico, Canada)

Diversity is critical at Samsara.  Creating a diverse workforce and an inclusive workplace is an important part of our mission that fosters greater creativity, innovation, and connection to the communities we serve.  And we will not compromise ​to the detriment of that mission.  So whatever your size, color, culture, gender, beliefs, religion, or age, know that you are welcome here.  It is what makes you unique that makes Samsara stronger.    

That mission starts here by building a robust, diverse talent pool across every team at Samsara.  Below is a set of demographic questions for you to review.  While your decision to provide demographic information is entirely yours, please know that we use the data that we collect internally to better track against our mission of creating a diverse workforce and inclusive workplace.  

Your responses will not be associated with your specific application and will not in any way be used in your specific hiring process.  The responses will also be anonymized and aggregated to help us comply with regulatory requirements (e.g., federal and state Equal Employment Opportunity and other compliance requirements in the United States; the UK Equality Act 2010; the French Code du Travail; the German Allgemeines Gleichbehandlungsgesetz within Europe; etc).  Thank you in advance for helping to make Samsara the diverse and inclusive environment we strive to be. 

How do you identify? (gender identity)














How do you identify? (sexual orientation)











How do you identify? (race/ethnicity)












If you are based in the US, what is your veteran status?




Do you have a physical or mental disability, impairment, or condition that substantially limits major life activity?