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. Candidates will demonstrate a strong ability to communicate account statuses and manage requests to serve the diverse customer base ranging from commercial transportation to oil and gas companies, to large‑scale food producers. The ideal candidate has experience in a customer support role in a multi‑channel contact center environment, and will assist customers in troubleshooting account issues, providing documentation, and handling 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. 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. Total Rewards At Samsara, we deliver 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 provide a flexible, employee‑led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. Flexible Working We embrace a flexible working model that caters to the diverse needs of our teams. Offices are open for those who prefer to work in‑person and we support remote work where it aligns with operational requirements. For some positions, proximity to an office is important; location requirements will be indicated in the job description. All offers of employment are contingent upon the ability to secure and maintain the legal right to work at the company and in the specified location. Belonging at Samsara We welcome everyone regardless of 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 diverse approaches to solve complex problems and ensure a place where people from all backgrounds can make an impact. Accommodations Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email or click here if you require any reasonable accommodations throughout the recruiting process. #J-18808-Ljbffr