Lead day-to-day operations of Level 1 Technical Support team; coach and mentor staff.
Handle customer escalations and oversee productivity to deliver fast, world-class support.
Train and develop Level 1 specialists to grow into high-performing team members.
Monitor KPIs, trends, and performance; drive process and product improvements.
Champion Samsara's cultural principles and foster a customer-first support culture.

🎯 Requirements

3+ years leading teams in a high-volume contact center.
BA/BS or equivalent work experience.
Bilingual Spanish and English fluency.
Strong problem-solving and troubleshooting with mature judgment.
Solid knowledge of support processes; drive productivity and scalability.
Nice to have: HDI-SCM, ITIL 4 or CTSM certification.

🎁 Benefits

Competitive total compensation package.
Remote and flexible working options.
Health benefits.

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