Senior Billing/AR Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of priority customer escalations from start to finish, encompassing triage, action planning, cross-functional coordination, risk management, and real-time status updates.

• Act as the sole point of contact for complex escalations involving Sales, Finance, Support, Customer Success, Product, Engineering, and partner teams.

• Provide post-mortem analyses and executive summaries; monitor resolution progress, commitments, and follow-up actions until closure.

• Examine escalation patterns and assess business impacts to recognize and prioritize enhancements in processes, products, and workflows.

• Lead initiatives that standardize escalation workflows, service-level expectations, tools, reporting, and dashboards.

• Mentor frontline teams on preventing escalations, de-escalating situations, communicating with customers, and executing effective escalation processes.

• Advocate for and integrate Samsara’s cultural principles as the company expands globally and opens new offices.

• Decrease the average resolution time for high-severity escalations.

• Enhance customer satisfaction (CSAT) and Net Promoter Score (NPS) following escalations.

• Achieve lasting resolution of systemic issues within 90 days.

• Maintain adherence to service level agreements (SLAs) and ensure escalation documentation is audit-ready.

• Foster stakeholder accountability and ensure the completion of escalation commitments.

⛳️ Requirements

• A minimum of 4 years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related area, with direct responsibility for high-severity escalations.

• Proven success in leading cross-functional process-improvement initiatives from problem identification through to implementation and adoption.

• Strong structured problem-solving abilities, with a focus on using data for decision-making, impact quantification, and task prioritization.

• Excellent program and project management capabilities, including the ability to manage multiple workstreams, dependencies, and stakeholders in time-sensitive contexts.

• Superior written and verbal communication skills, capable of translating complex scenarios into clear updates and recommendations for executive-level audiences.

• A Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.

• Certifications such as PMP, ITIL, Six Sigma, or similar in program, incident, or process management.

• Experience in a SaaS, technology, or similarly complex customer operations environment.

• Background in developing or enhancing escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation.

• Experience in coaching customer-facing teams on conflict resolution, de-escalation, and prevention strategies.

🏝️ Benefits

• Initial RSU grant with no vesting cliff.

• Continuous equity refresh opportunities based on performance.

• Performance-based bonus/variable pay.

• Equity for eligible roles.

• Flexible, employee-led remote working model.

• Stipend for professional development.

• Comprehensive health plans.

• Parental leave arrangements.

• Flexible working model.

• Office spaces available for employees who prefer in-person work.