Samsara is looking for a Customer Support Specialist to support our rapidly growing service solutions and provide an exceptional customer experience. You will serve as a point of escalation for complex customer inquiries and manage a high-volume workload across multiple channels.
What You'll Do
- Serve as a point of escalation for complex customer inquiries and issues related to billing, contract renewals, cancellations, and Samsara products.
- Provide guidance and mentorship to team members to enhance team performance and efficiency.
- Demonstrate advanced proficiency in multi-channel servicing, handling complex cases via phone, email, and chat with exceptional communication skills.
- Manage and prioritize a high-volume workload, including escalations and urgent requests, ensuring timely resolution.
- Lead or participate in cross-functional initiatives to improve customer experience, drive efficiency, and scale 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 best practices and training materials.
- Deliver exceptional customer service throughout the service cycle to ensure satisfaction and retention.
- Champion, role model, and embed Samsara’s cultural principles as we scale globally.
What We're Looking For
- 3+ years of experience in a customer-facing role within a contact center environment, including handling escalated cases.
- Full bilingual proficiency (English/Spanish) is required.
- Expertise in handling service requests in billing, RMA, cancellations, renewals, or customer success roles.
- Proven ability to independently resolve challenging customer issues with a high degree of accuracy.
- Exceptional communication and interpersonal skills to engage with a diverse customer base and internal teams.
- Demonstrated ability to prioritize and manage a dynamic workload, including escalations and high-priority cases.
- Experience managing 30+ cases per day across multiple channels (phone, chat, email).
- Proficiency in ticketing systems such as Zendesk, Salesforce, or ServiceCloud.
- Technical aptitude with macOS and related systems, with the ability to quickly learn new tools.
- Availability to work flexible hours (morning, night, and/or weekends) as assigned.
Nice to Have
- Experience supporting telematics systems, ELDs, and hours of service compliance.
- Proven ability to mentor and coach peers to improve team performance.
- Data-driven mindset with experience analyzing trends and metrics to inform decisions.
- Multilingual skills in French or German.
Technical Stack
- macOS
- Zendesk
- Salesforce
- ServiceCloud
Benefits & Compensation
- Above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity.
- Flexible, employee-led remote model.
- Professional development stipend.
- Comprehensive health and parental leave plans.
- Compensation: $43,435—$58,400 USD + equity for eligible roles.
Work Mode
This is a remote position open to locations in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law.
