Job Description
The Senior Escalation Specialist at Samsara is responsible for managing high-priority customer escalations, coordinating cross-functional teams, and ensuring timely resolution while maintaining excellent communication with stakeholders and senior executives in a fast-paced SaaS and IoT environment.
Key Responsibilities
- Manage the lifecycle of escalations, serving as the single point of contact for customers and internal stakeholders.
- Coordinate resources and communication to ensure timely resolution of escalations.
- Build strong cross-functional relationships with Customer Success, Engineering, Product, and Sales teams to facilitate effective collaboration.
- Develop, implement, and coordinate post-escalation processes such as reviews, trend evaluations, and continuous improvement activities.
- Establish and maintain escalation Standard Operating Procedures (SOPs) aligned with industry best practices.
- Build and monitor escalation KPIs and reporting metrics to ensure high-quality support for escalated customers.
- Drive and manage review meetings on critical escalations with senior executives.
Requirements
- Minimum of 5 years of customer facing escalation management experience in fast-paced software technology environments including SaaS, PaaS, and IoT.
- Demonstrated project management experience with an ability to influence stakeholders to achieve desired outcomes.
- Exceptional judgment in high-pressure scenarios, and ability to make timely recommendations from both business and technical standpoints.
- Strong bias for action, ownership, ability to dive deep, and insistence on the highest standards.
- Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority, up to and including senior executives.
- Excellent English language verbal, written, communication, and receptive listening skills.
- Proven ability to build strong working relationships cross-functionally to drive effective teamwork and communication.
- Experience working with ticketing systems such as Zendesk and Salesforce.
- High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions.
- Ability to work in a hyper-growth environment with shifting priorities.
Benefits & Perks
Full time employees receive a competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model supporting remote, hybrid, or in-office work
Ready to Apply?
Join Samsara and make an impact in renewable energy
Stay Updated on Sustainability Jobs
Get the latest renewable energy jobs and career tips delivered to your inbox.
Job Alerts
Get notified about new sustainability jobs
More jobs at Samsara
Safety Event Review Supervisor-2
Samsara
NEW
Not specified
Full Time
2d
Manager, Sales Operations
Samsara
NEW
Not specified
Full Time
2d
$95k-128k
Sales Operations Analyst
Samsara
NEW
Not specified
Full Time
2d
$79k-107k
More jobs in Location not specified
IT Support Specialist
AlertMedia
NEW
Remote
Full Time
3h
Customer Success Manager, Growth
Affinity
NEW
VISA
Remote
Full Time
2d
Creative Video Producer, Brand
Affinity
NEW
Remote
Full Time
2d
$119k-137k