Job Description
The Customer Support Specialist at Samsara provides technical assistance and account management support to industrial clients across multiple channels, ensuring high-quality service, resolving complex issues, and contributing to customer success and operational efficiency.
Key Responsibilities
- Serve as a point of escalation for complex customer inquiries and issues related to billing, contract renewals, cancellations, and Samsara products and services.
- Provide guidance and mentorship to CSS II team members to enhance team performance and efficiency.
- Handle complex cases via phone, email, chat, and other channels with exceptional communication and problem-solving skills.
- Manage and prioritize a high-volume workload, including escalations and urgent customer requests, ensuring timely and accurate resolution.
- Lead or participate in cross-functional initiatives to improve customer experience and support processes.
- Identify and analyze customer trends and issues to provide actionable insights to management and stakeholders.
- Proactively improve customer support processes and contribute to the development of best practices and training materials.
- Deliver exceptional customer service throughout the service cycle to ensure customer satisfaction and retention.
Requirements
- Minimum of 3 years of experience in a customer-facing role within a contact center environment, including handling escalated cases and complex customer interactions.
- Full bilingual proficiency in English and Spanish.
- Expertise in handling service requests related to billing, RMA, cancellations, renewals, or customer success management or specialist roles.
- Proven ability to independently resolve challenging customer issues with a high degree of accuracy and professionalism.
- Exceptional communication and interpersonal skills to effectively engage with a diverse customer base and internal teams.
- Demonstrated ability to prioritize and manage a dynamic workload, including escalations, high-priority cases, and projects.
- Experience managing 30 cases per day across multiple channels such as phone, chat, and email, with consistent delivery of high-quality service.
- Proficiency in ticketing systems such as Zendesk, Salesforce, or ServiceCloud, with advanced troubleshooting and documentation skills.
- Technical aptitude with macOS and related systems, along with the ability to quickly learn and adapt to new tools and technologies.
- Availability to work flexible hours including mornings, nights, and weekends as assigned, based on the needs of the business.
- Experience supporting telematics systems, ELDs, and hours of service compliance.
- Proven ability to mentor and coach peers to improve team performance and individual growth.
- Data-driven mindset with experience analyzing trends and metrics to inform strategic decisions.
Benefits & Perks
Annual Base Salary 43,435 - 58,400 USD
Performance-based bonus and equity for eligible roles
Flexible, employee-led remote work model
Comprehensive health and parental leave plans
Professional development stipend
Ready to Apply?
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