Quality Program Manager, Global Customer Support

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which helps to digitize the world of physical operations, providing visibility and empowering entire sectors of our economy to become more safe, efficient, and sustainable. Founded in San Francisco in 2015, we now employ more than 2,000 people globally and collect more than 40 billion minutes of video footage and 5 trillion data points annually.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including video-based safety, vehicle telematics, apps and driver workflows, equipment monitoring, and site visibility. As part of a newly public company, you’ll have the autonomy and support to make an impact as we build for the long term. 

Recent awards we’ve won include: 

Best Place to Work by Built In 2022

Deloitte Fast 500 Companies

IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners

Every year, we partner with our customers to deliver outcomes like conserving millions of gallons of fuel, saving millions of dollars, and creating positive environmental change. As more customers connect to our platform, our data grows, our AI models get smarter, and our opportunities expand.

About the role:

Samsara is looking for an experienced Quality Program Manager for the Global Customer Support organization. The QPM will partner with support leadership to construct a Service Quality program that reflects the organization's commitment to customer experience and support the broader Support organization’s strategy. You will own, manage, and continuously improve the QA program end to end to ensure the organization delivers exceptional customer experience.

The ideal candidate has deep expertise in quality assurance operations for technical and non-technical customer support teams, has experience managing at a global scale, and has demonstrated ability to enhance the customer experience. The role will join a team in building mode, and a successful candidate will have a strong bias for action and the ability to think big. The role reports to the Director of Support Operations & Strategy, a team responsible for Service Excellence and Operational Excellence for Samsara’s global Customer Support organization.

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-caliber team that will encourage you to do your best. 

Click here to learn about what we value at Samsara. 

In this role, you will: 

• Customer Satisfaction: Develop a feedback loop from customer-provided feedback (e.g. CSAT) to ensure we remedy poor customer interactions while addressing gaps in customer support quality and processes
• Quality Assurance: Utilize best practices and tools from across the industry to ensure highest standards of service is being delivered in all customer interactions
• Partnership Quality: Defining the parameters, operating model, and calibration of a quality program for external support partnerships
• Agent Coaching: Design the coaching framework for agents, and enable managers to deliver impactful feedback to agents
• Insights: Measure KPIs and deliver insights to Support Leadership on the opportunities and risks in service quality
• Systems: Manage a scalable Quality Management System across all channels and products 
• 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