Customer Support Specialist
Samsara
CloudIoTMacOS
Job Level
Mid-LevelSenior
Tech Stack
CloudIoTSwift
About the role
- Report to the Technical Account Management Team Lead and provide dedicated technical support for top clients assigned to you.
- Manage support tickets and own the end-to-end support lifecycle for Sinch services across top customers.
- Partner closely with the Account Team to ensure exceptional service delivery and exceed customer expectations.
- Drive cross-functional collaboration to review, refine, and implement process improvements that enhance operational efficiency and service levels.
- Build and strengthen customer relationships by delivering timely, accurate, and proactive communication on technical and service matters.
- Manage and prioritize client requests, changes, and escalations to ensure swift resolution and alignment with customer goals.
- Organize and lead regular calls, reviews, and internal communications to maintain transparency and accountability across teams.
- Ensure new product launches and feature rollouts are service-ready with proper monitoring, documentation, and support processes.
- Identify and escalate risks, recurring issues, or potential gaps in service to drive continuous improvement and customer success.
- Provide customer insights and feedback to Product, Engineering, and Support teams to help shape product roadmap and service evolution.
- Champion best practices in incident management, change management, and service reporting to deliver consistent, high-quality support.
Requirements
- 3-5 years of experience managing large clients, ideally within the technology, SaaS, or telecommunications industries.
- Exceptional client-facing and internal communication skills, adaptable for technical and non-technical audiences.
- Strong written and verbal communication abilities; experience preparing clear, concise, and impactful documentation.
- Solid organizational skills, high attention to detail, and ability to manage multiple priorities.
- Demonstrated success working with large, multinational enterprise clients in complex environments.
- Bachelor’s degree in a relevant field, or equivalent professional experience.
- Strong personal accountability and sound judgment in decision-making.
- Customer-first mindset with passion for delivering outstanding service and building long-term partnerships.
- Excellent time management skills and ability to establish best practices for efficiency and prioritization.
- Collaborative mindset and experience working in high-performing, cross-functional teams.
- Strong analytical and problem-solving abilities with a structured approach.
- Experience in the mobile or telecommunications industry is highly desirable; interest in mobile communications (A2P SMS, MMS, RCS, OTT, IoT) is a strong plus.
- High energy, positive attitude, and resilience in a fast-paced, dynamic environment.
- Corporate language is English; applications should be submitted in English.
