For companies:
For professionals:
For everyone:
Responsibilities
Who we areSamsara (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.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.About the role:Samsara is looking for growth-minded, results-driven Customer Support Specialists with strong organizational skills and a high focus on customer service. The goal of the Customer Support Specialist is to help support Samsara's rapidly growing service solutions and provide an exceptional customer experience. We work with a wide range of industrial companies; as such, candidates will need to demonstrate a strong ability to communicate account statuses and manage requests.You will be assisting customers in troubleshooting account issues, providing account documentation, and assisting with escalations, via phone, chat, and email.You should apply if:You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara.You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.You want to be with the best: At Samsara, we win together, celebrate together and support each other.In this role, you will: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.Demonstrate advanced proficiency in multi-channel servicing, including handling 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 aimed at improving customer experience, driving efficiency, and scaling support processes.Identify and analyze customer trends and issues to provide actionable insights to management and other stakeholders.Proactively improve customer support processes and contribute to the development of best practices and training materials for the team.Deliver exceptional customer service throughout the service cycle, ensuring customer satisfaction and retention.Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices.Minimum requirements for this role: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 (English/Spanish) is a must.Expertise in handling service requests in 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 (phone, chat, 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 (morning, night, and/or weekends) as assigned, based on the needs of the business.An ideal candidate also has: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.Considered a Plus: Multilingual skills in French or GermanTotal RewardsOur compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company.Beyond compensation, we provide a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more.Flexible WorkingWe embrace a flexible working model; we also support remote work where it aligns with our operational requirements.Belonging at SamsaraWe welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to protected characteristics.AccommodationsSamsara is committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
Closes in:
0
days
0
hours
0
min
0
sec
tune NOT FOR YOU? IMPROVE YOUR RESULTS