Supervisor, Technical Support

About the role:

We are looking for a Supervisor capable of managing the day-to-day interactions and processes in our Level 1 Technical Support team. In this role, your main priority is to be available as a coach and mentor for your team members (both FTE and contract employees), providing insight into daily responsibilities, handling customer escalations, and overseeing your team to keep them on task. You will be responsible for contributing to the productivity of the support team as well as leading by example. Your goal is to empower your team to produce fast, consistent, world-class technical support and be present for the needs of the team. 

Our ideal candidate is a high performer with experience leading a team in a contact center environment. This role will focus on training, teaching, and empowering our Level 1 Technical Support Specialists to grow into high-performing members of the support team.

This is a remote position open to candidates residing in Mexico City, Metropolitan area and Guadalajara.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 
  
  

In this role, you will: 

• Team Leadership & Performance Management:
• Lead and mentor a team of Level 1 Technical Support Specialists, fostering a culture of continuous learning and professional growth.
• Provide real-time coaching and feedback, leveraging the Behavioral Coaching Model to drive team development and performance improvements.
• Conduct regular ticket audits and QA reviews, identifying trends and opportunities to enhance customer interactions.
• Work closely with Training, Workforce Management, and Support Operations to plan and execute structured onboarding and ongoing development programs for the team.
• Establish and track clear performance metrics to ensure service levels, quality standards, and customer satisfaction goals are met.
• Hire, develop, and lead an inclusive and high-performing team, ensuring alignment with Samsara’s cultural principles.
  
  
• Operational Excellence & Customer Experience:
• Manage real-time operations across multiple contact channels (Phone, Email, Chat), adjusting coverage as needed to maintain service levels.
• Oversee scheduling, time-off requests, and time reporting for full-time employees and contractors.
• Serve as the first point of escalation for complex customer issues, ensuring timely resolution and working with leadership as needed.
• Think strategically about existing support processes, proactively identifying areas for improvement and implementing best practices.
• Assist with peak phone volumes to stay connected with customer needs and maintain a hands-on understanding of team challenges.
  
  
• Continuous Improvement & Strategic Initiatives:
• Collaborate cross-functionally with Product, Engineering, and Sales teams to escalate critical customer issues and provide feedback on product enhancements.
• Identify opportunities to optimize technical support workflows, automation, and self-service resources to improve efficiency and scalability.
• Drive adoption of ITSM methodologies and best practices to enhance support processes and service delivery.
• Champion, role model, and embed Samsara’s cultural principles: Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team.

Minimum requirements for the role:

• BA/BS degree or equivalent work experience required.
• 2+ years of leadership experience in technical support within a contact center environment in the last 3 years.
• Technical acumen in Hardware, Networking, or API integrations.
• Bilingual proficiency in English and Spanish is a must.
• Proven track record of leading high-performance technical support teams in a high-volume, contact center environment.
• Strong understanding of the Behavioral Coaching Model, including experience with SMART goal-setting or similar frameworks.
• Experience with performance management and professional development planning for both FTE and contingent workforces.
• Familiarity with CRM and ticketing platforms such as Zendesk or Salesforce Service Cloud.
• Excellent problem-solving and troubleshooting skills with the ability to think critically and exercise mature judgment.
• Superior customer-facing skills, with the ability to effectively communicate and represent Samsara with strategic accounts and partners.
• Experience working in a global support environment across multiple time zones.

An ideal candidate also has:

• French proficiency is a plus.
• Strong knowledge of ITSM or COPC methodologies and best practices.
  
  

Additional Information:

This role may require working an assigned shift that includes after-hours and/or weekends based on business needs.