Bilingual Customer Support Specialist - Remote

About the Role

We are hiring a Bilingual Customer Support Specialist to join our team at Samsara, a leader in the Connected Operations™ Cloud. In this remote role, you will enhance customer experience across various industries by providing exceptional support and resolving complex inquiries. As a Bilingual Customer Support Specialist, you will play a crucial role in our mission to empower organizations with IoT data for actionable insights.

What You'll Do

• Support Samsara's service solutions and provide customer assistance through multiple channels.
• Handle escalated customer inquiries, demonstrating advanced proficiency in customer service.
• Mentor team members to enhance performance and improve customer support processes.
• Identify customer trends to drive efficiency and champion company cultural principles.
• Work flexible hours based on business needs to ensure customer satisfaction.
• Collaborate on cross-functional initiatives to enhance service delivery.
• Proactively improve customer support processes to better serve our clients.

Requirements

• 3+ years in a customer-facing role within a contact center.
• Full bilingual proficiency (English/Spanish) is a must.
• Expertise in handling service requests in billing and renewals.
• Exceptional communication and interpersonal skills.
• Experience managing high-volume case loads effectively.
• Proficiency in ticketing systems like Zendesk or Salesforce.
• Technical aptitude with macOS and related systems.
• Availability to work flexible hours to meet customer needs.

Nice to Have

• Experience in the IoT or technology sector.
• Familiarity with customer relationship management (CRM) software.
• Ability to analyze customer feedback and implement improvements.

What We Offer

• Competitive salary with performance-based bonuses.
• Flexible, employee-led remote model promoting work-life balance.
• Comprehensive health and parental leave plans.
• Professional development stipend to support your growth.
• Opportunities for career advancement within a growing company.