Customer Support Specialist

**Who we are**Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations.At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy.Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.Working at Samsara means you'll help define the future of physical operations and be on a team that's shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility.As part of a recently public company, you'll have the autonomy and support to make an impact as we build for the long term.**About the role**:- **You want to impact the industries that run our world**: Your efforts will result in real-world impact—helping 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 won't 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.- **You're 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.- 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 (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.- Bilingual: Proficiency in English and 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.- 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.- 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.- French fluency is a plus.At Samsara, we welcome everyone regardless of their background.All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law.We dep