Remote Customer Support Specialist at Samsara - US — Columbus

Who We Are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, a platform that enables organizations dependent on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we help improve the safety, efficiency, and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet — including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you'll help define the future of physical operations and be on a team shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you'll have the autonomy and support to make an impact as we build for the long term.

About the Role

Samsara is looking for growth-minded, results-driven Customer Support Specialists with strong organizational skills and a high focus on customer service. The goal of the Customer Support Specialist is to help support Samsara's rapidly growing service solutions and provide an exceptional customer experience. We work with a wide range of industrial companies — from commercial transportation to oil and gas companies to large-scale food producers. Candidates will need to demonstrate a strong ability to communicate account statuses and manage requests to best serve this diverse customer base.

The ideal candidate has experience in a customer support role in a multi-channel contact center environment. You will assist customers in troubleshooting account issues, providing account documentation, and handling escalations via phone, chat, and email.

This role is open to candidates residing in the US except: Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.

You Should Apply If:

• You want to impact the industries that run our world: Your efforts will result in real-world impact — helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won't be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper-growth environment.
• You're energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together, and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

In This Role, You Will:

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

Minimum 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 required.
• 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.

Ideal Candidates Also Have:

• Experience supporting telematics systems, ELDs, and hours of service compliance.
• Proven ability to mentor and coach peers to improve team performance and individual growth.
• Data-driven mindset with experience analyzing trends and metrics to inform strategic decisions.
• Multilingual skills in French or German (considered a plus).

Compensation

The range of annual base salary for full-time employees for this position is $43,435 – $58,400 USD. Base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.

Total Rewards

At Samsara, we build for the people who keep the global economy moving. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.

Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. Learn more about our total rewards and benefits at samsara.com/company/careers/benefits.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person, and we also support remote work where it aligns with our operational requirements. All offers of employment are contingent upon an individual's ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Belonging at Samsara

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.

Our Commitment to Authenticity

We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. Please see Samsara's Candidate Privacy Notice for more information.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io, or @mail3.guide.co. For more information, please visit our blog post here.