About the Role
Title: Intake Analyst II
Location: Remote – Mexico
Job Description:
Who we are
Samsara (NYSE: IOT) is the pioneer of the Connected OperationsT 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:
This role will be responsible for supporting the Accounts Receivable team and other finance teams with email management and customer issue resolution. This role will also support the Finance Operations team with various essential finance processes and projects. This role is NOT a collections role.
This is a remote position open to candidates based in Mexico.
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, and 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:
- This is not a collector/collections role.
- Triage and/or resolve internal and external customer queries and escalations
- Work closely with the Accounts Receivable team on escalated emails, efficiency gains, and collections efforts
- Complete customer document requests and billing inquiries
- Navigate efficiently through Netsuite and Salesforce in order to find information needed to resolve customer concerns
- Interpret customer requests and re-route customers to the appropriate support team if necessary
- Tag emails and follow an established email sorting system for accurate analytics
- Follow response time SLAs and ensure customer support and satisfaction are the number one priority
- Identify gaps in processes, escalate issues, and support process improvements
- Collaborate with cross-functional teams
- Understand and enforce all Finance policies
- Work on ad hoc projects to support greater Finance team
- Collaborate frequently with other teams to identify issues and troubleshoot solution
- 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 the role:
- College degree or equivalent experience
- 1-2 years experience in an Accounts Receivable, Operations, or Customer Support role
- Excellent verbal and written communication skills in both Spanish and English
- Experience with Salesforce and Netsuite preferred
- Ability to consistently achieve and surpass metrics