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?
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