Customer Support Specialist

As a Customer Support Specialist, you will serve as a point of escalation for complex customer inquiries and issues related to billing, contract renewals, cancellations, and Samsara products and services. You will provide guidance and mentorship to CSS II team members to enhance team performance and efficiency. You will 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. You will manage and prioritize a high-volume workload, including escalations and urgent customer requests, ensuring timely and accurate resolution. You will lead or participate in cross-functional initiatives aimed at improving customer experience, driving efficiency, and scaling support processes. Also, you will 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.