Manager, Technical Support

We are looking for a Manager to manage the day-to-day interactions and processes in our Level 1 Technical Support team. In this role, you will mentor team members, provide insight into daily responsibilities, handle customer escalations, and oversee your team to keep them on task. You will contribute to the productivity of the support team as well as leading by example, empowering your team to produce fast, consistent, world-class technical support and be present for the needs of the team and our customers. The 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. Responsibilities include driving frontline technical support strategy, maintaining customer satisfaction, managing strategic staffing, ensuring productivity goals, providing effective reporting, and managing onboarding and continuing education. You will also analyze customer trends to identify improvement opportunities and champion Samsara’s cultural principles.