Who We Are

Samsara is the pioneer of the Connected Operations Cloud, which allows businesses that depend on physical operations to harness IoT (Internet of Things) data to develop actionable business insights and improve their operations. Samsara operates in North America and Europe and serves more than 20,000 customers across a wide range of industries including transportation, wholesale and retail trade, construction, field services, logistics, utilities and energy, government, healthcare and education, manufacturing and food and beverage.

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.

About the role:

The Head of Customer Support Systems plays an integral role in establishing the systems, processes and people that will form the backbone of Samsara’s customer support experience. In this role you will be responsible for delivering the technology that enables Samsara to provide a world-class 24x7, customer support experience to our rapidly expanding user-base, during a time of hyper company growth. This position requires a unique combination of technical support understanding within a SaaS environment and a proven track record in building out systems which provide a best in class customer experience. 

This key leadership role is within our IT organization and will report to the CIO. In addition, this role will partner very closely with Samsara’s Technical Support team to enable their success through technology.

In this role, you will: 

  • Partner with Samsara’s Global Technical Support team to define use cases and requirements for a broad customer support platform
  • Select and architect an optimal technology stack for customer support, including components such as ticketing systems, knowledge base, contact center technology, etc
  • Lead integration of our customer support platform with other key business platforms (e.g. CRM)
  • Recruit, develop and retain a high-performing team of business system analysts and engineers, with exceptional communication and collaboration skills and deep experience in implementing customer support technologies. 
  • Strong collaborative nature and experience working in multifunctional teams
  • Exceptional communication skills and the ability to translate technical topics to a non-technical audience 
  • Proven management experience in supporting systems that run contact center operations, customer service/technical support for customer facing digital services
  • Excellent track record of project/program management involving operational processes
  • Experience developing and implementing new strategies, procedures, and standardization
  • Experience identifying, baselining, and tracking KPIs
  • Strong analytical and problem-solving skills
  • Excellent organizational skills and attention to detail
  • Excellent time management skills with a proven ability to meet deadlines
  • Ability to prioritize tasks and to delegate them when appropriate
  • Ability to function well in a high-paced, dynamic and high growth environment

Minimum requirements for the role:

  • 10+ years of management experience, leading business systems teams
  • Bachelor’s degree in Computer Science or related technical field
  • Deep experience in implementing customer support technologies, such as Zendesk, Salesforce Service Cloud, contact center platforms, knowledge management platforms, etc.
  • Experience identifying, baselining, and tracking KPIs
  • Strong analytical and problem-solving skills
  • Excellent organizational skills and attention to detail
  • Excellent time management skills with a proven ability to meet deadlines
  • Ability to prioritize tasks and to delegate them when appropriate
  • Ability to function well in a high-paced, dynamic and high growth environment

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.

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

Samsara's offices are beginning to reopen for voluntary return. Reopening timelines will be communicated by region based on region-specific guidelines. Phase 3 ('New Normal') will begin no earlier than January 2022. 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 able to work from countries and states where Samsara is a registered entity through December 2021. All employees are expected to return to our offices when they reopen with the exception of field-based and fully remote roles. 

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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. 

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




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