Note: The job is a remote job and is open to candidates in USA. Samsara is the pioneer of the Connected Operations™ Cloud, helping organizations improve their physical operations through IoT data. They are seeking a Bilingual Customer Support Specialist to provide exceptional customer service, troubleshoot account issues, and manage escalations for a diverse customer base.
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
Skills
- 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
Benefits
- A flexible, employee-led remote model
- A professional development stipend
- Comprehensive health and parental leave plans
- We also support remote work where it aligns with our operational requirements.
- 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.
Company Overview