Senior Escalation 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 an experienced Senior Escalation Specialist to join our Global Technical Support organization to provide individualized support with an elevated level of care and urgency for our customers. This includes providing executive-level communications to our customers and internal stakeholders. You will support customers involved in time-sensitive escalations and manage their overall experience by collaborating closely with customer stakeholders as well as Samsara’s Sales, Customer Success, Technical Support, Product Management, and Engineering teams. You will be part of the Incident and Escalations team within the umbrella of the Global Technical Support organization. We are looking for a candidate with exemplary executive-level communication skills and a solid track record of managing high-priority escalations and projects to produce successful outcomes for our customer base. A successful candidate will be a creative problem solver with a passion for superb service and customer devotion. This is a remote working position open to candidates based in Mexico. 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-calibre team that will encourage you to do your best. In this role you will: Be the Single Point of Contact: Manage the lifecycle of an escalation including, but not limited to, acting as the single point of contact for the customer and internal stakeholders. Be responsible for resource coordination and communication through escalation closure. Cross-Functional Partnerships: Build strong working relationships with key stakeholders across Customer Success, Engineering, Product, and Sales, with a focus on fostering efficient collaboration and driving down resolution times. Process Development: Develop, implement, and coordinate key post-escalation processes such as post-escalation reviews, post-mortems, trend evaluation, and other key continuous improvement activities in conjunction with the Support Operations team. Best Practices: Establish and maintain escalation SOP’s in accordance with industry standards and best ... (truncated, view full listing at source)