SambaSafety

Customer Support

• Lead a team of 15, including 12 Customer Support Representatives and three vertical leads
• Own team KPIs and the support operating model
• Report to the Senior Director, Customer Success
• Recruit, onboard, and coach team members
• Set expectations and build individual growth plans
• Remove organizational, process, and technology roadblocks
• Advocate for the team and customers with senior leaders and cross-functional partners
• Use Salesforce data to identify trends, root causes, automation opportunities, and expansion opportunities
• Own KPIs including response and resolution times, SLA attainment, QA scores, customer satisfaction, and proactive-work time
• Build and maintain the team's operating playbook, SOPs, and documentation
• Identify and leverage AI-enabled tools and automation
• Own the escalation process with Product and Operations teams
• Lead customer communications during platform and third-party data provider outages
• Drive proactive customer outreach, health-score-driven conversations, and adoption programs
• Partner with IT, Product, and leadership to optimize the customer knowledge base and case-object automation
• Build support infrastructure and coaching processes to help representatives identify expansion opportunities

Explore Customer Support Manager at SambaSafety. Review requirements and application details.

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Customer Support Manager