Bilingual Customer Support Specialist

About the role

Samsara seeks a customer-focused individual to assist with its expanding service offerings and ensure a top-tier customer experience. This role involves supporting industrial clients across various sectors by managing inquiries and requests effectively.

Key facts

What you'll do

• Act as a primary contact for resolving complex customer issues, including those related to billing, contract renewals, and service inquiries.
• Offer guidance and support to other Customer Support Specialists to improve team effectiveness.
• Handle customer requests across phone, email, and chat, addressing intricate problems with clear communication.
• Manage a significant volume of tasks and urgent customer needs, ensuring prompt and accurate solutions.
• Participate in projects to enhance customer satisfaction and streamline support operations.
• Analyze customer feedback and patterns to inform management and other departments.
• Contribute to refining support procedures and developing training materials.
• Provide excellent service throughout the customer lifecycle to foster satisfaction and retention.
• Uphold and promote Samsara's core values in daily interactions.

Requirements

• A minimum of 3 years in a customer-facing role within a contact center, including experience with escalated issues.
• Full fluency in both English and Spanish is essential.
• Demonstrated experience in managing service requests for billing, returns, contract changes, or customer success.
• Proven capability to independently resolve difficult customer problems with precision and professionalism.
• Strong communication and interpersonal abilities for effective interaction with diverse customers and internal teams.
• Ability to effectively prioritize and manage a fluctuating workload, including urgent cases and projects.
• Experience managing over 30 cases daily across multiple communication channels (phone, chat, email) while maintaining high service quality.
• Familiarity with ticketing systems such as Zendesk, Salesforce, or ServiceCloud, with strong troubleshooting and documentation skills.
• Aptitude for technology, including macOS, and a quick learning ability for new tools.
• Willingness to work varied hours, including mornings, nights, and weekends, as business needs dictate.

Nice to have

• Prior experience supporting telematics systems, ELDs, or hours of service regulations.
• Experience mentoring colleagues to enhance team and individual performance.
• A data-oriented approach to analyzing trends and metrics for decision-making.
• Additional language skills in French or German are a plus.

Skills & tools

• Zendesk
• Salesforce
• ServiceCloud
• macOS

Practical notes

• Annual base salary range: $43,435 - $58,400 USD.
• Offers include base salary, performance-based bonus/variable pay, and equity for eligible roles.
• Benefits include a professional development stipend, comprehensive health plans, and parental leave.
• Flexible remote working model.
• All offers are contingent on the candidate's legal right to work in the specified location.
• Samsara uses Tofu for application authenticity verification.
• Be aware of potential employment scams; official communication comes from @samsara.com, @us-greenhouse-mail.io, or @mail3.guide.co. Samsara does not charge application fees.