Role Overview:
Samsara is seeking a growth-minded, results-driven Customer Support Specialist to deliver an exceptional customer experience in a fast-paced, multi-channel environment. You will support a diverse set of industrial customers—ranging from transportation and construction to food production—by troubleshooting account issues, handling escalations, and ensuring customer satisfaction across phone, chat, and email. This is an opportunity to join a high-impact team at the forefront of transforming physical operations with IoT technology.
Key Responsibilities:
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Handle escalated customer inquiries related to billing, cancellations, renewals, and Samsara products.
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Mentor and guide CSS II team members to improve efficiency and service quality.
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Manage high-volume cases across phone, email, chat, and other channels.
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Deliver accurate, timely resolutions for escalations and urgent requests.
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Lead or contribute to cross-functional initiatives to improve customer experience.
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Analyze customer trends and provide actionable insights.
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Improve processes and create best practices/training resources.
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Model Samsara’s cultural values: focus on customer success, inclusivity, growth mindset, long-term vision, and teamwork.
Minimum Requirements:
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3+ years in a customer-facing role within a contact center.
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Experience handling escalations in billing, RMAs, cancellations, renewals, or success management.
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Strong communication and interpersonal skills.
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Ability to manage 30+ cases per day across multiple channels.
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Proficiency with ticketing systems (Zendesk, Salesforce, ServiceCloud).
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Technical aptitude with macOS and ability to learn new tools quickly.
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Flexibility to work variable shifts, including nights/weekends.
Preferred Qualifications:
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Experience supporting telematics, ELDs, or compliance systems.
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Mentorship and coaching experience.
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Data-driven mindset with analytical experience.
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Bilingual skills in Spanish, French, or German.
Benefits:
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Competitive compensation package.
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Flexible and remote working options.
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Health benefits and wellness programs.
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Paid time off and employee-led initiatives.
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Opportunities for career growth in a high-caliber, inclusive team.
Equal Opportunity Statement:
Samsara is an equal opportunity employer, welcoming applicants from all backgrounds. We are committed to building a diverse, inclusive workplace where everyone can thrive.