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Mid LevelFull-timeGit
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
Samsara is seeking a Customer Support Specialist to join their team and help support their rapidly growing service solutions. The ideal candidate will provide exceptional customer service and assist with troubleshooting account issues, providing account documentation, and handling escalations.
Key Responsibilities
- →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.
- →Manage and prioritize a high-volume workload, including escalations and urgent customer requests.
- →Lead or participate in cross-functional initiatives aimed at improving customer experience and scaling support processes.
- →Identify and analyze customer trends and issues to provide actionable insights.
- →Proactively improve customer support processes and contribute to the development of best practices.
- →Deliver exceptional customer service throughout the service cycle.
- →Champion Samsara’s cultural principles as we scale globally.
Requirements
- ✓3+ years of experience in a customer-facing role within a contact center environment.
- ✓Full bilingual proficiency (English/Spanish) is a must.
- ✓Expertise in handling service requests in billing, RMA, cancellations, renewals, or customer success management.
- ✓Proven ability to independently resolve challenging customer issues.
- ✓Exceptional communication and interpersonal skills.
- ✓Demonstrated ability to prioritize and manage a dynamic workload.
- ✓Experience managing 30+ cases per day across multiple channels.
- ✓Proficiency in ticketing systems such as Zendesk, Salesforce, or ServiceCloud.
- ✓Technical aptitude with macOS and related systems.
- ✓Availability to work flexible hours as assigned.
Benefits
- ★Flexible working model
- ★Professional development stipend
- ★Comprehensive health and parental leave plans
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