Manager, Technical Support Manager - German Fluency
Manager, Technical Support Manager - German Fluency
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Job Description
About the role:
We are looking for a Manager 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 and our customers.
Our ideal candidate is a high performer with experience leading a team in a contact center or technical support 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 based in UK within a reasonable commute distance to London.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impacthelping to keep the lights on get food into grocery stores reduce emissions and most importantly ensure our customer workers return home safely.
- You are the architect of your own career: If you put in the work this role wont be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development countless opportunities to experiment and master your craft in a hyper growth environment.
- Youre 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-calibre team that will encourage you to do your best.
In this role you will:
- Drive the overall Frontline Technical Support strategy including staffing tools and processes ensuring best-in-class customer satisfaction across all support channels (e.g. phone chat web).
- Maintain customer satisfaction and internal quality levels at or above stated objectives and appropriately communicate performance and progress to the team and management.
- Effectively manage strategic staffing and contract partners critical to our frontline success reviewing SLAs quality and ensuring consistency.
- Ensure productivity goals for the team are clearly understood monitored and achieved in order to maintain appropriate customer satisfaction and staffing.
- Ensure that the group manages a quality end-to-end process from issue submission through resolution while meeting the service expectations of the customers and the organization.
- Provide effective reporting to peers and management on KPIs key objectives and measures.
- Successfully manage onboarding and continuing education needs for the frontline team.
- Analyze and report on top customer trends to identify opportunities for training process or product improvement.
- Champion role model and embed Samsaras cultural principles (Obsess Over the Customer Build for the Long Term Growth Mindset) as we scale globally and across new offices.
- Hire develop and lead an inclusive engaged and high performing team.
Minimum requirements for the role:
- German fluency is a must.
- 3 years of leading teams within a high volume contact center or technical support environment is required.
- BA/BS or equivalent work experience required.
- Strong problem-solving and troubleshooting skills with the ability to exercise mature judgment.
- Solid knowledge of support processes and the ability to identify and drive changes in productivity and scalability.
- Ability to guide teams through periods of high growth.
- Superior customer facing skills with the ability to represent Samsara with strategic accounts and partners.
- Excellent analytic skills and knowledge of reporting tools effectively presenting. actionable insights at various levels throughout the organization
- Strong technology skills with the ability to aid the team in pursuing creative solutions to resolve complex issues from customers and the sales teams
- Proven ability to hire retain and grow a talented workforce
An ideal candidate has:
- Experience managing leaders in a contact center or technical support environment.
- French language proficiency is a plus
- HDI-SCM ITIL 4 or CTSM certification is a plus
Required Experience:
Manager
Employment Type
Full Time
