Bilingual Customer Support Specialist

This is a fully remote position, open to applicants in Alabama, +45 more states.

📋 Description

• Act as a key escalation point for intricate customer inquiries and issues concerning billing, contract renewals, cancellations, and Samsara products and services.

• Offer guidance and mentorship to CSS II team members to boost team performance and efficiency.

• Exhibit advanced skills in multi-channel servicing, adeptly managing complex cases via phone, email, chat, and other channels while showcasing exceptional communication and problem-solving abilities.

• Oversee and prioritize a high-volume workload, encompassing escalations and urgent customer requests, to ensure timely and precise resolutions.

• Lead or engage in cross-functional projects aimed at enhancing the customer experience, improving efficiency, and scaling support processes.

• Identify and evaluate customer trends and issues to deliver actionable insights to management and other stakeholders.

• Proactively enhance customer support processes and assist in developing best practices and training materials for the team.

• Provide outstanding customer service throughout the service cycle, ensuring customer satisfaction and retention.

• Advocate for, exemplify, and integrate Samsara’s cultural principles as the organization grows globally and expands into new offices.

⛳️ Requirements

• Over 3 years of experience in a customer-facing position within a contact center setting.

• Full bilingual proficiency in English and Spanish is essential.

• Expertise in managing service requests related to billing, RMA, cancellations, renewals, or roles in customer success management or specialists.

• Proven track record of independently resolving complex customer issues with a high level of accuracy and professionalism.

• Outstanding communication and interpersonal skills to effectively connect with a diverse customer base and internal teams.

• Demonstrated capacity to prioritize and manage a dynamic workload, including escalations, high-priority cases, and projects.

• Experience handling over 30 cases daily across multiple channels (phone, chat, email).

• Proficient in ticketing systems such as Zendesk, Salesforce, or ServiceCloud.

• Technical proficiency with macOS and related systems.

• Willingness to work flexible hours (morning, night, and/or weekends) as required.

🏝️ Benefits

• Comprehensive health and parental leave plans.

• Flexible, employee-led remote work model.

• Professional development stipend.