Customer Support Specialist

Summary

Join Samsara, a pioneer in the Connected Operations™ Cloud, as a Customer Support Specialist and help support our rapidly growing service solutions. You will provide exceptional customer experiences to a diverse range of industrial companies. This remote position, based in Mexico City or Guadalajara, offers the chance to impact global industries and advance your career within a supportive, high-caliber team. You will handle complex customer inquiries, mentor team members, and contribute to process improvements. The role requires strong communication, problem-solving, and technical skills, along with experience in a multi-channel contact center environment. Samsara offers a competitive compensation package and flexible working arrangements.

Requirements

• 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
• 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

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

Preferred Qualifications

• 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

Benefits

• Health benefits
• Samsara for Good charity fund
• Employee-led remote and flexible working