Trilingual Customer Support Specialist - (English, Spanish and French)

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 is a remote position open for candidates based in Mexico.

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.
• Trilingual proficiency in English Spanish and French 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.

Required Experience:

Unclear Seniority