If you’re the kind of leader who can coach in real time, keep a queue from catching fire, and still care about people like they’re humans not “headcount,” this is that job. You’ll run day-to-day for a Level 1 support team and be the first line of escalation when things get spicy.
About Samsara
Samsara builds IoT software that helps companies running physical operations (transportation, construction, field services, manufacturing, etc.) work safer and smarter. Their Connected Operations Cloud turns real-world data into actions that reduce risk, boost efficiency, and improve sustainability.
Schedule
- Remote (US)
- May include after-hours and/or weekend coverage depending on assigned shift
- Location limits: Not open to candidates in Alaska, Chicago Metro, California, Austin Metro, Dallas Metro, Denver Metro, Houston Metro, Boulder Metro, Seattle Metro, Washington, DC, and several Northeast states listed in the posting
What You’ll Do
- Monitor and manage live channels (phone, email, chat) and agent status to maintain coverage
- Maintain schedules, time-off requests, and time reporting for FTEs and contractors
- Train, coach, and continually develop Level 1 agents to hit world-class support standards
- Run ticket audits and QA reviews, then coach off the results daily
- Partner with Training/Enablement, WFM, Support Ops, and other supervisors on onboarding and ongoing education
- Handle Tier 1 escalations and collaborate with leadership when needed
- Take customer calls periodically to stay sharp and support peak volumes
- Think strategically about process improvements and operational efficiency
- Hire, develop, and lead an inclusive, engaged, high-performing team
- Live the culture principles (customer success, long-term mindset, growth mindset, inclusion, team wins)
What You Need
- 1–3 years leading a team in a high-volume contact center support environment
- 1+ year leading teams tied to billing, finance, and retention support work
- Bilingual English/Spanish required
- Strong coaching framework experience (behavior-based coaching + SMART goals)
- Performance management and expectation-setting experience
- Strong problem-solving and judgment, especially under pressure
- Polished customer-facing presence (strategic accounts/partners)
Nice to Have
- COPC, CCSP, or similar support certifications
- Experience leading global teams
Pay
- $53,550–$72,000 base (varies by location and experience)
Benefits
- Competitive total compensation
- Health benefits
- Remote and flexible working options
- More details available on their Benefits site
This one is a leadership role, not a “glorified super-agent.” If you don’t like coaching, calibration, and performance conversations, it’ll eat you alive. If you do, you’ll cook here.
Happy Hunting,
~Two Chicks…