Customer Support Manager

Who we are:

Hi, we're SambaSafety and we offer the industry's most comprehensive driver monitoring software. Our mission is promoting safer communities by reducing risk through data insights. Companies trust SambaSafety to keep their employees safe on the roads, price and reduce risk, help protect their brand, their bottom line, and our global community.

We've built an inclusive, supportive, and exceptional culture where every employee is empowered in their role. Don't take our word for it; we've been recognized as a Top Workplace by The Denver Post, Albuquerque Journal, Sacramento Bee, and Built In Colorado. And our employees rate SambaSafety as top-notch, with a rock solid Top Rating on Glassdoor.

What You'll Do:

We are seeking a dynamic and results-oriented Tier 1 Help Desk Manager to oversee a remote team of 15 professionals responsible for handling a high volume of 45,000 email cases annually. The ideal candidate will possess a strong blend of technical expertise, leadership skills, and a customer-centric approach to drive operational efficiency and deliver exceptional support. This role will be regularly engaging with SMB, strategic, and enterprise level customers, maximizing adoption of SambaSafety solutions, and collaborating with cross-functional teams. This role will report into the Vice President of Customer Success.

People Leadership

• Manage a team 15 Customer Success Representatives (CSRs) that work with our SMB, strategic, and enterprise customers on a day-to-day basis
• Build and develop a best-in-class customer service team
• Create a positive and motivating work environment where team members feel valued and inspired to succeed
• Champion the needs of our customers throughout SambaSafety
• Responsible for the success of the Customer Success Representative team through leadership, KPIs, systems, tools and processes
• Recruit experienced CSRs, defining the appropriate functional vs. technical profile needed for the various customer verticals (Insurance)
• Actively participate in the recruiting, interviewing, onboarding, training, and ongoing engagement of team members
• Collaborate with individual team members on creating professional development plans that focus on the individual's growth
• Foster collaboration across team members, verticals and other stakeholder groups involved in the customer lifecycle

Customer Advocacy

• Champion customer priorities and interests with internal stakeholders to build roadmaps and provide direction
• Provide expertise on SambaSafety's solutions and passionately explain how we can add value to our customers
• Build and leverage Standard Operating Procedures (SOPs) for all customer segments
• Implement a proactive communication plan to share key insights, best practices, and adoption trends with mid-market customers
• Communicate regularly with leadership to provide key insights, quarterly metrics, and suggestions for improving customer success across the customer-base
• Effectively respond to escalated customer service issues to ensure proper resolution

Operational Functions

• Track, report and optimize the performance of the team, including identifying issues as they surface, assess possible solutions and execute them swiftly
• Assign and manage workloads, ensuring optimal resource allocation and productivity
• Develop and implement efficient processes and workflows to streamline ticket resolution
• Establish, monitor, and report team performance metrics, including ticket volume, resolution time, and customer satisfaction
• Identify opportunities for process improvement and implement changes to enhance efficiency
• Ensure adherence to service level agreements (SLAs), reporting requirements, and key performance indicators (KPIs)

What You'll Need:

• 5+ years of customer service management, with a proven track record of managing successful teams, ideally supporting customers in a fast-paced, SaaS-based, mission critical environment at a high-growth company
• Bonus experience: industry experience as it relates to driver safety, fleet management, and/or Gig companies
• BA/BS Degree in Business Administration, a related discipline or equivalent experience; MBA is a plus
• Obsession with the customer experience and a consummate champion for the customer
• Leadership runs through your veins
• Experience with data analysis and reporting tools including Salesforce and/or Power BI
• Outstanding collaboration skills and the ability to internally navigate to make progress on key customer initiatives
• Effective written, verbal, listening, and presentation skills
• High business and emotional IQ
• Sense of urgency and the ability to convey that urgency to team and internal stakeholders
• Customer focused, self-directed, and motivated; creative initiative-taker who can take something and run with it
• Ability to navigate in complex platforms, understand current and future business requirements and translate into understanding of customer needs and opportunities
• Knowledge of remote work management tools and best practices

Benefits and Perks:

• Flexible and generous Paid Time Off and Paid Volunteer Days
• 401k Employer Match
• Generous Healthcare Benefits
• Up to 12 weeks paid time off for maternity leave based on tenure
• Wellness &Tuition Reimbursement
• Flexible Work Arrangements
• Lots of SambaSafety swag & SambaSafety Events

Our team of talented and committed safety professionals is exceptional. At SambaSafety we strive to foster an inclusive culture that supports, encourages and celebrates a wide array of diversity. We are committed to create a space where all employees can show up as their authentic selves every day, and we work to advance employee equality, diversity and inclusion.

SambaSafety provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, and expression or genetics.

Come join us to find out for yourself what all the excitement is about!