Bilingual Customer Support Specialist

About This RoleAI processing…

Key Responsibilities

• 1
  Serve as a point of escalation for complex customer inquiries and issues related to billing, contract renewals, cancellations, and Samsara products and services.
• 2
  Provide guidance and mentorship to CSS II team members to enhance team performance and efficiency.
• 3
  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.
• 4
  Manage and prioritize a high-volume workload, including escalations and urgent customer requests, ensuring timely and accurate resolution.
• 5
  Lead or participate in cross-functional initiatives aimed at improving customer experience, driving efficiency, and scaling support processes.
• 6
  Identify and analyze customer trends and issues to provide actionable insights to management and other stakeholders.
• 7
  Proactively improve customer support processes and contribute to the development of best practices and training materials for the team.
• 8
  Deliver exceptional customer service throughout the service cycle, ensuring customer satisfaction and retention.
• 9
  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.

Requirements

• 3+ years of experience in a customer-facing role within a contact center environment, including handling escalated cases and complex customer interactions.
• Full bilingual proficiency (English/Spanish) is a must.
• Expertise in handling service requests in billing, RMA, cancellations, renewals, or customer success management or specialist roles.
• Proven ability to independently resolve challenging customer issues with a high degree of accuracy and professionalism.
• Exceptional communication and interpersonal skills to effectively engage with a diverse customer base and internal teams.
• Demonstrated ability to prioritize and manage a dynamic workload, including escalations, high-priority cases, and projects.
• Experience managing 30+ cases per day across multiple channels (phone, chat, email), with consistent delivery of high-quality service.
• Proficiency in ticketing systems such as Zendesk, Salesforce, or ServiceCloud, with advanced troubleshooting and documentation skills.
• Technical aptitude with macOS and related systems, along with the ability to quickly learn and adapt to new tools and technologies.
• Availability to work flexible hours (morning, night, and/or weekends) as assigned, based on the needs of the business.

Perks & Benefits