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 Samsara’s cultural principles as we scale globally and across new offices.

Requirements

3+ years of experience in a customer-facing role within a contact center environment
Full bilingual proficiency (English/Spanish) 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

Benefits

Health insurance
Flexible working hours
Professional development stipend
Comprehensive health and parental leave plans
Bonuses
Stock options
Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer success managementbillingRMAcancellationsrenewalstroubleshootingdocumentationmulti-channel servicingcase managementproblem-solving

Soft Skills

communicationinterpersonal skillsmentorshipteam performanceprioritizationdynamic workload managementcustomer satisfactionleadershipanalytical skillsflexibility