Full-Time

Director – Technical Support

Samsara

Samsara

1,001-5,000 employees

IoT platform

Data & Analytics
Energy
AI & Machine Learning

$114,520 - $204,500

Senior, Expert

Remote in USA

Required Skills
Communications
Zendesk
Salesforce
Data Analysis
Requirements
  • BS in Engineering (Computer Science, Information Systems, or related field), MBA is a plus.
  • 10+ years of leadership experience in Technical Support, Engineering, or Operations environment at Senior Manager or Director level.
  • Combination of hardware/equipment and cloud-based product experience.
  • Proven ability to take support organizations through rapid growth and expansion.
  • Experience managing mid-market and enterprise support teams in a highly technical environment.
  • A strategic thinker, able to come up with out-of-the-box solutions at scale.
  • Strong analytical, data-driven, problem-resolution, and decision-making skills.
  • Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms.
  • Superior verbal and written communication skills to be effective at collaborating with a wide variety of individuals.
  • Strong operational excellence skills to drive effective execution of the team’s vision and operational metrics.
  • Experience in handling highly visible escalations and working cross-functionally with the Product, Sales, and Customer Success teams to resolve.
  • Ability to proactively identify risks and dependencies and put in place plans to mitigate them.
  • Adaptability, flexibility, and the conviction to “do the right thing” under stress, high tension, and tight deadlines.
  • Ability to influence others, including those outside of the immediate team.
  • Must be a strong leader with the ability to attract, motivate, retain and develop people.
  • Experience in multiple CRM platforms (e.g. Zendesk, Salesforce) with a drive to leverage the platform to drive operational efficiency.
Responsibilities
  • Scalability: Lead and scale the current team of 40+ remote and in-office support agents, engineers, and managers, across multiple time zones.
  • Service Levels: Ensure contractual SLAs and internal OLA’s on response times and internal OLAs on resolution times are met across all communication channels (phone, web, chat) against committed targets.
  • Issues Resolution: Drive resolution on technical issues affecting our customers in coordination with Product, Sales, and Customer Success.
  • Team Development: Hire, develop, and lead inclusive, engaged, and high-performing teams across several geographies.
  • Trends & Insights: Improve CSAT and NPS by ensuring customer health insights are delivered to Product Management, Engineering, Sales, and Customer Success.
  • Increased Efficiency: Adapt and implement tools, metrics, and processes to enhance customer experiences and improve efficiency.
  • Operational Excellence: Oversee customer experience and operational excellence for support of Samsara’s portfolio of products and services.
  • Collaboration & Partnerships: Work closely with cross-functional teams and regional partners to drive world-class customer experience.
  • Customer Satisfaction: Deliver exceptional customer satisfaction by meeting and exceeding all operational and company CSAT targets.
  • Feedback Loop: Conduct reviews to accelerate the closure of support cases and to identify case-handling issues by providing direct feedback to engineers and management.
  • Process Optimization: Assess existing processes and innovate by working closely with Support to optimize case handling.
  • Product Training: Ensure team readiness for supporting new products and services by providing effective training and development.
  • Customer Experience: Measure, maintain, and improve support delivery processes to increase efficiency and provide a world-class customer experience.
  • Staffing & Capacity: Conduct capacity planning, identify staffing requirements, and uplevel existing team’s skills to meet business goals and company growth.
  • Employee Coaching: Provide regular employee coaching and ongoing guidance to help team members achieve career development aspirations.
  • Data & KPIs: Conduct data analysis and derive performance insights from KPIs to drive decision-making that improves customer experience and product quality.
  • Innovate and Automate: Use data to identify automation opportunities to eliminate problems or make them easier to resolve.
  • Customer Escalations: Partner with Sales and Customer Success to address customer feedback and drive high-priority escalated customer issues to resolution.
  • Leadership Principles: Champion, role model, and embed Samsara’s culture and leadership principles.
  • Hire, develop and lead an inclusive, engaged, and high performing team.

Samsara’s mission is to increase the safety, efficiency, and sustainability of operations that power the global economy. The company is building a connected operations platform for tracking fleets of vehicles and other equipment.

Company Stage

IPO

Total Funding

$2B

Headquarters

San Francisco, California

Founded

2015

Growth & Insights
Headcount

6 month growth

18%

1 year growth

38%

2 year growth

88%

Benefits

Health, dental, and vision coverage for employees and their families with premiums 100% covered

Mental health and wellness support

Family planning resources and parental leave policy

Quarterly reimbursement account you can use for wellness, family care, professional or personal development expenses

Flexible PTO and family leave

401k with up to 4% matching

Bi-annual company events