Senior Customer Experience Specialist – Finance

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

📋 Description

• Take full ownership of priority customer escalations from start to finish, which includes triage, action planning, cross-functional collaboration, risk management, and providing real-time status updates to customers and executive stakeholders.

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

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

• Evaluate escalation trends and quantify their business impact to identify and prioritize improvements in processes, products, and workflows.

• Lead cross-functional initiatives aimed at standardizing escalation workflows, service-level expectations, tools, reporting, and dashboards.

• Mentor frontline teams on strategies for escalation prevention, de-escalation techniques, effective customer communication, and escalation procedures.

• Advocate for and integrate Samsara’s cultural principles as the organization expands globally.

• Minimize mean time to resolution for high-severity escalations.

• Enhance post-escalation Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

• Ensure that systemic issues are permanently resolved within 90 days.

• Guarantee adherence to Service Level Agreements (SLA), maintain audit-ready documentation, ensure stakeholder accountability, and fulfill commitments.

⛳️ Requirements

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

• Proven track record of leading cross-functional process improvement initiatives from problem identification through to implementation and adoption.

• Strong structured problem-solving abilities and the capacity to leverage data for decision-making, impact quantification, and work prioritization.

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

• Exceptional written and verbal communication skills, capable of distilling complex situations into clear executive-level updates and recommendations.

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

• Relevant certifications such as PMP, ITIL, Six Sigma, or similar in program, incident, or process management are preferred.

• Experience in a SaaS, technology, or complex customer operations setting is preferred.

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

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

• Must possess the legal right to work for the company in the designated work location.

🏝️ Benefits

• Initial RSU grant with no vesting cliff.

• Continual refresh opportunities linked to performance.

• Performance-based bonus/variable pay.

• Equity options for eligible positions.

• Flexible, employee-led remote work model.

• Professional development stipend.

• Comprehensive health insurance plans.

• Parental leave policies.

• Competitive total compensation packages above market rates.