Job Description
The Senior Escalation Specialist at Samsara is responsible for managing high-priority customer escalations, coordinating cross-functional teams, and maintaining strong communication with stakeholders to ensure timely resolution and exceptional customer experience in a fast-paced SaaS and IoT environment.
Key Responsibilities
- Manage the lifecycle of escalations, acting as the single point of contact for customers and internal stakeholders.
- Build strong cross-functional relationships with Customer Success, Engineering, Product, Sales, and Accounts Receivable teams to facilitate efficient resolution.
- Develop, implement, and coordinate post-escalation processes such as reviews, trend analysis, and continuous improvement activities.
- Establish and maintain escalation Standard Operating Procedures (SOPs) in line with industry standards.
- Build and monitor escalation KPIs and reporting to ensure high-quality support for escalated customers.
- Lead review meetings with senior executives to address critical escalations.
- Champion and embed company cultural principles focusing on customer success, long-term building, inclusivity, and teamwork.
Requirements
- Minimum of 5 years experience in a dedicated customer facing escalation management role in fast-paced software technology environments including SaaS, PaaS, and IoT.
- Bachelor’s degree in a technical or business field, or equivalent practical work experience.
- Demonstrated program or 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.
- Proficient 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.
- Experience working in a remote environment based in Mexico.
- Ability to work in a hyper-growth environment with shifting priorities.
Benefits & Perks
Above-market total compensation including base salary, performance-based bonus, and equity
Flexible, remote work options with support for hybrid and in-office arrangements
Comprehensive health and parental leave plans
Professional development stipend
Ready to Apply?
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