Intake Analyst II

Summary

Join Samsara, a pioneer in the Connected Operations Cloud, and contribute to the digital transformation of physical operations globally. This remote role, based in Mexico, supports the Accounts Receivable and Finance Operations teams. You will triage and resolve customer queries, collaborate with cross-functional teams, and improve processes. The position requires a college degree or equivalent experience, 1-2 years in a relevant role, and excellent communication skills in Spanish and English. Samsara offers a competitive compensation package, including health benefits, a flexible working model, and more. This is not a collections role; instead, it focuses on customer support and process improvement within the finance department.

Requirements

• 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
• Ability to consistently achieve and surpass metrics

Responsibilities

• 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

Benefits

• Full time employees receive a competitive total compensation package along with employee-led remote and flexible working
• Health benefits
• Samsara for Good charity fund