Unknown - Bilingual Customer Support Specialist - Remote
Requirements
• 3+ years of experience in a customer-facing role within a contact center environment, including handling escalated cases and complex customer interactions. • 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. • 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. • Considered a Plus: Multilingual skills in French or German • The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below.
Responsibilities
• 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 (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.
Benefits
• $43,435—$58,400 USD • At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time. • Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here. • Flexible Working • Flexible Working • At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable. • Belonging at Samsara • Customer Support at Samsara • Samsara Recognized as a Best Workplace for Innovators • Job Application for: • Bilingual Customer Support Specialist
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