About the role:
Samsara is looking for growth-minded, results-driven Customer Support Specialists with strong organizational skills and a high focus on customer service. The goal of the Customer Support Specialist is to help support Samsara’s rapidly growing service solutions and provide an exceptional customer experience. We work with a wide range of industrial companies ranging from commercial transportation to oil and gas companies, to large-scale food producers; as such, candidates will need to demonstrate a strong ability to communicate account statuses and manage requests in order best to serve the needs of this diverse customer base. The ideal candidate has experience in a customer support role in a multi-channel contact center environment. You will be assisting customers in troubleshooting account issues, providing account documentation, and assisting with escalations, via phone, chat, and email.
This is a remote position that will require you to assist our Mexico City office every now and then for operational purposes.
You should apply if:
- 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:
- Help Customers with a wide range of general inquiries on billing issues and questions
- Handle customer questions about contract renewals and cancellations
- Solve customer issues and escalations about Samsara products and services
- Experience in multi-channel servicing including excellent phone skills and good writing skills for Web, email, and channel requests
- Ability to prioritize work queue and backlog in addition to incoming customer requests
- Provide excellent customer service throughout the service cycle from initial request to final close out of the transaction
- 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:
- 1-3 years of experience in a customer-facing role within a contact center environment
- English and Spanish Fluency is a must
- Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
- Experience in a high pace environment handling escalated customers and able to follow up on customer requests in a timely manner
- Strong problem-solving skills and a proven ability to deliver a positive customer experience
- Exceptional communication skills to effectively communicate with a wide range of customers
- Experience in a fast-paced environment managing 20+ cases per day via phone, chat, and email channels
- Experience working with ticketing systems (e.g. Zendesk, Salesforce, ServiceCloud)
- Ability to work flexible hours (nights and weekends) – Schedules are assigned based on the needs of the business, you must be willing to work the assigned schedule (5 days a week, 8-hour shift with 2 continuous days off)
- Proficient with macOS
An ideal candidate also has:
- Experience supporting service requests in billing, RMA, cancellations, and renewals
- Experience supporting telematics systems, ELDs, and hours of service compliance is a plus
- French fluency is a plus