Who we are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
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 recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
About the role:
Samsara is seeking a strategic and people-centric Director to lead Support Enablement across our Global Support organization, which includes Customer Support, Technical Support, Product Support Engineering, and Technical Account Management. This role will oversee the teams and programs responsible for onboarding, ongoing learning, quality assurance, and talent development — all critical to driving a high-performing, engaged, and customer-obsessed support team.
You will lead three core functions — Training Delivery, Enablement Programs, and Quality — while also driving cross-functional strategy for talent development, coaching, and skill progression across the Support organization. Your team will design and deliver programs that enable both new and tenured agents to thrive, while also evolving our quality and performance systems to drive exceptional customer experiences.
This is a strategic, high-impact role ideal for a collaborative leader with deep enablement expertise, a bias for action, and the ability to scale learning and performance systems in a fast-paced environment.
This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.
In this role, you will:- Lead and scale global Support Enablement functions across Training Delivery, Enablement Programs, and Quality.
- Own the vision and roadmap for how Samsara enables its Support department to deliver exceptional service across all teams, including Customer Support, Technical Support, Product Support Engineering, and Technical Account Management.
- Drive strategy and execution for learning programs across onboarding, everboarding, instructor-led training, and eLearning platforms.
- Drive excellence in the global quality program, including CSAT, QA audits, coaching frameworks, and QMS tooling — driving consistent, high-quality customer experiences.
- Collaborate cross-functionally to lead talent development initiatives including career paths, skill & competency development, and leadership development within Support.
- Build and lead a high-performing, globally distributed team of trainers, program managers, instructional designers, and QA professionals.
- 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.
Minimum requirements for the role:
- 10+ years of experience in Learning & Development.
- 5+ years of experience managing and developing teams.
- Proven success in building and leading global support enablement programs.
- Strong organizational leadership abilities, including clear communication, influencing skills, and fostering collaboration.
- Experience designing, delivering, and evaluating technical training, especially for remote teams.
- Proactive approach with a strategic mindset and commitment to high standards.
- Excellent communication skills, including writing, presentation design, and stakeholder management.
An ideal candidate also has:
- Certified Professional in Learning and Performance (CPLP) credential from the Association for Talent Development (ATD).
- Project Management Professional (PMP) certification from the Project Management Institute (PMI).
- Demonstrated experience with instructional design methodologies and learning technologies.
- Experience with B2B hardware and SaaS products.
- Bilingual, both spoken and written in English and Spanish.
- Ability to travel to Mexico City 10% of the time.
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.
Flexible Working
At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.
