Customer Support Specialist

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping 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 that’s 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 ranging from commercial transportation to oil and gas companies, to large-scale food producers; as such, candidates will need to demonstrate a strong ability to communicate account statuses and manage requests in order to best serve the needs of this diverse customer base. The ideal candidate has experience in a customer support role in a multi-channel contact center environment. You will be assisting customers in troubleshooting account issues, providing account documentation, and assisting with escalations, via phone, chat, and email.

This is a remote position open to candidates based in Mexico City and Metropolitan area. Relocation assistance will not be provided for this role.

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 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 for this role:

• 3+ years of experience in a customer-facing role within a contact center environment, including handling escalated cases and complex customer interactions.

Bilingual: Proficiency in English and 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 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.

An ideal candidate also has:

• 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.

• French fluency or German is a plus.

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. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more.

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.

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. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. 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.

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 regarding fraudulent employment offers, please visit our blog post here.