Manager, Customer Support

About the role:

We are seeking an experienced and motivated Manager, Safety Event Review to lead a team of 20-25 safety event review specialists. In this role, you will oversee the performance, development, and day-to-day operations of the team, ensuring that all video and data labeling tasks are completed with accuracy and efficiency. You will be responsible for maintaining high-quality standards while also driving team engagement and process improvements. The ideal candidate is a strong people manager with experience in high-volume environments, attention to detail, and a passion for safety and operational excellence.

This is a remote position open to candidates based in Mexico City or the surrounding metropolitan area. However, candidates must be available to attend the office when necessary to handle escalations.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best. 

In this role, you will: 

• Provide guidance, support, and coaching to a team of 20-25 Safety Event Review Specialists. Foster a high-performance culture by setting clear expectations, providing ongoing feedback, and creating development plans to enhance individual and team performance.
• Monitor team performance metrics and productivity levels, ensuring the timely and accurate review of over 300 events per specialist daily. Implement performance improvement strategies when necessary and regularly review metrics to meet or exceed departmental goals.
• Collaborate with cross-functional teams to identify opportunities for process optimization and automation. Lead efforts to enhance workflows, reduce errors, and improve overall efficiency.
• Oversee the auditing of tagged video and image events for accuracy. Ensure specialists follow established guidelines for event validation and maintain a high standard of precision in adding or removing tags
• Serve as the point of escalation for any issues related to video and data review. Ensure swift and effective resolution while maintaining customer satisfaction.
• Manage the team’s scheduling, including shift coverage for after-hours and weekends as needed. Ensure proper allocation of resources to meet workload demands.
• Regularly report on team performance and key metrics to senior management. Leverage data to identify trends, make informed decisions, and drive continuous improvement initiatives.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
• Hire, develop, and lead an inclusive, engaged, and high-performing team

Minimum requirements for the role:

• +3 years of proven experience managing teams of 15+ in a high-volume, detail-oriented environment.
• Bilingual - Fluency in English and Spanish is essential.
• Strong leadership skills with a focus on coaching, team development, and performance management.
• Demonstrated ability to improve processes and drive operational efficiency.
• Excellent communication and organizational skills.
• Experience working cross-functionally to solve complex problems and ensure high-quality results.
• Experience working in customer-facing roles, ensuring a high standard of service.
• Strong analytical skills and experience using data to drive decision-making.
• Experience working in customer-facing roles, ensuring a high standard of service.
• Proven ability to hire, retain, and grow a talented workforce.

An ideal candidate also has:

• BA/BS or equivalent work experience required