Samsara

Customer Support Specialist

Samsara

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $41,353 - $55,600 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudIoTMacOS

About the role

  • Samsara is the pioneer of the Connected Operations Cloud, helping organizations harness IoT data to improve safety, efficiency and sustainability.
  • 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 (phone, email, chat) handling complex cases 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 and role model Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team).

Requirements

  • 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.
  • (Ideal) Experience supporting telematics systems, ELDs, and hours of service compliance.
  • (Ideal) Proven ability to mentor and coach peers to improve team performance and individual growth.
  • (Ideal) Data-driven mindset with experience analyzing trends and metrics to inform strategic decisions.
  • (Ideal) Being bilingual in Spanish, French or German is a plus.