Customer Support Specialist at Samsara

Samsara

Remote - Mexico·7h ago

Mid LevelFull-timeGit

Salary Range

$12,750 - $17,250 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

Samsara is looking for growth-minded, results-driven Customer Support Specialists to join their team. This role focuses on supporting Samsara's rapidly growing service solutions and providing an exceptional customer experience to a diverse range of industrial companies.

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 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 the team scales globally.

Requirements

✓3+ years of experience in a customer-facing role within a contact center environment.
✓Bilingual: Proficiency in English and 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 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 and high-priority cases.
✓Experience managing 30+ cases per day across multiple channels with consistent delivery of high-quality service.
✓Proficiency in ticketing systems such as Zendesk, Salesforce, or ServiceCloud, with advanced documentation skills.
✓Technical aptitude with macOS and related systems, with the ability to quickly learn and adapt to new tools and technologies.
✓Availability to work flexible hours as assigned, based on the needs of the business.