Customer Support Specialist

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 Samsaras rapidly growing service solutions and provide an exceptional customer experience. We work with a wide range of industrial companies ranging from commercial transportation to oil and gas companies to large-scale food producers; as such candidates will need to demonstrate a strong ability to communicate account statuses and manage requests in order to best serve the needs of this diverse customer base. The ideal candidate has experience in a customer support role in a multi-channel contact center environment. You will be assisting customers in troubleshooting account issues providing account documentation and assisting with escalations via phone chat and email.

This role is open to candidates residing 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.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impacthelping 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 wont be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development countless opportunities to experiment and master your craft in a hyper growth environment.
• Youre 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. You will be surrounded by a high-caliber team that will encourage you to do your best.

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 Samsaras cultural principles (Focus on Customer Success Build for the Long Term Adopt a Growth Mindset Be Inclusive Win as a Team) 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.
• 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.
• Being bilingual in Spanish French or German is a plus.

Required Experience:

Unclear Seniority