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Bilingual Customer Support SpecialistSamsara · Remote - US
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职位描述
机器翻译我们是谁
Samsara（NYSE: IOT）是互联运营™云（Connected Operations™ Cloud）的先驱，该平台使依赖实体运营的组织能够利用物联网（IoT）数据来制定可执行的洞察并改善其运营。在Samsara，我们正在帮助提高推动全球经济的实体运营的安全性、效率和可持续性。这些行业占全球GDP的40%以上，是我们星球的基础设施，包括农业、建筑、现场服务、运输和制造业——我们很高兴能帮助它们大规模实现运营的数字化转型。
在Samsara工作意味着您将帮助定义实体运营的未来，并加入一个正在塑造一系列令人兴奋的产品解决方案的团队，包括基于视频的安全、车辆远程信息处理、应用程序和驾驶员工作流程以及设备监控。作为一家最近上市的公司的一员，您将拥有自主权和支持，以在我们为长期发展而建设的过程中产生影响。
关于该职位：
Samsara正在寻找具有成长思维、结果导向、组织能力强且高度关注客户服务的客户支持专员。客户支持专员的目标是帮助支持Samsara快速发展的服务解决方案，并提供卓越的客户体验。我们与广泛的工业公司合作，从商业运输到石油和天然气公司，再到大型食品生产商；因此，候选人需要展现出强大的沟通账户状态和管理请求的能力，以最好地服务这一多元化客户群的需求。理想的候选人在多渠道联络中心环境中拥有客户支持角色的经验。您将通过电话、聊天和电子邮件协助客户排查账户问题、提供账户文档并协助处理升级事项。
该职位面向居住在美国的候选人开放，但阿拉斯加、奥斯汀都会区、博尔德都会区、加利福尼亚、芝加哥都会区、康涅狄格、达拉斯都会区、丹佛都会区、休斯顿都会区、马里兰、马萨诸塞、新泽西、纽约、罗德岛、西雅图都会区和华盛顿特区除外。
如果您符合以下条件，应该申请：
• 您希望影响那些支撑我们世界的行业：您的努力将产生现实世界的影响——帮助维持电力供应、将食品送入杂货店、减少排放，最重要的是，确保工人安全回家。
• 您是自身职业生涯的建筑师：如果您投入努力，这个职位不会是您在Samsara的最后一个职位。我们为员工的成功做好准备，并建立了一种鼓励快速职业发展、在超高速增长环境中提供无数实验和精通技艺机会的文化。
• 我们的机会让您充满活力：我们要将全球经济中的大型部门数字化的愿景需要您全神贯注和全力以赴，为客户提出富有创意和雄心勃勃的想法。
• 您希望与最优秀的人共事：在Samsara，我们一起获胜、一起庆祝并相互支持。您将被一支高水平的团队所包围，他们会鼓励您做到最好。
在该职位中，您将：
• 作为复杂客户咨询和问题的升级处理点，这些问题涉及账单、合同续签、取消以及Samsara产品和服务。
• 为CSS II团队成员提供指导和辅导，以提升团队绩效和效率。
• 展示在多渠道服务方面的高级熟练度，包括通过电话、电子邮件、聊天和其他渠道处理复杂案例，并具备卓越的沟通和问题解决能力。
• 管理和优先处理高工作量工作，包括升级事项和紧急客户请求，确保及时且准确地解决。
• 领导或参与旨在改善客户体验、推动效率和
岗位职责
Samsara正在寻找具有成长思维、结果导向、组织能力强且高度关注客户服务的客户支持专员。客户支持专员的目标是帮助支持Samsara快速发展的服务解决方案，并提供卓越的客户体验。我们与广泛的工业公司合作，从商业运输到石油和天然气公司，再到大型食品生产商；因此，候选人需要展现出强大的沟通账户状态和管理请求的能力，以最好地服务这一多元化客户群的需求。理想的候选人在多渠道联络中心环境中拥有客户支持角色的经验。您将通过电话、聊天和电子邮件协助客户排查账户问题、提供账户文档并协助处理升级事项。
该职位面向居住在美国的候选人开放，但阿拉斯加、奥斯汀都会区、博尔德都会区、加利福尼亚、芝加哥都会区、康涅狄格、达拉斯都会区、丹佛都会区、休斯顿都会区、马里兰、马萨诸塞、新泽西、纽约、罗德岛、西雅图都会区和华盛顿特区除外。
如果您符合以下条件，应该申请：
• 您希望影响那些支撑我们世界的行业：您的努力将产生现实世界的影响——帮助维持电力供应、将食品送入杂货店、减少排放，最重要的是，确保工人安全回家。
• 您是自身职业生涯的建筑师：如果您投入努力，这个职位不会是您在Samsara的最后一个职位。我们为员工的成功做好准备，并建立了一种鼓励快速职业发展、在超高速增长环境中提供无数实验和精通技艺机会的文化。
• 我们的机会让您充满活力：我们要将全球经济中的大型部门数字化的愿景需要您全神贯注和全力以赴，为客户提出富有创意和雄心勃勃的想法。
• 您希望与最优秀的人共事：在Samsara，我们一起获胜、一起庆祝并相互支持。您将被一支高水平的团队所包围，他们会鼓励您做到最好。
在该职位中，您将：
• 作为复杂客户咨询和问题的升级处理点，这些问题涉及账单、合同续签、取消以及Samsara产品和服务。
• 为CSS II团队成员提供指导和辅导，以提升团队绩效和效率。
• 展示在多渠道服务方面的高级熟练度，包括通过电话、电子邮件、聊天和其他渠道处理复杂案例，并具备卓越的沟通和问题解决能力。
• 管理和优先处理高工作量工作，包括升级事项和紧急客户请求，确保及时且准确地解决。
• 领导或参与旨在改善客户体验、推动效率和扩展支持流程的跨职能举措。
• 识别并分析客户趋势和问题，为管理层和其他利益相关者提供可执行的洞察。
• 主动改进客户支持流程，并为团队最佳实践和培训材料的制定做出贡献。
• 在整个服务周期中提供卓越的客户服务，确保客户满意度和留存率。
• 在我们全球扩张并进入新办公室的过程中，倡导、示范并践行Samsara的文化原则（专注于客户成功、为长期发展而建设、采用成长型思维、包容、团队共赢）。
该职位的最低要求：
• 3年以上在联络中心环境中面向客户角色的经验，包括处理升级案例和复杂客户互动。
• 必须完全双语流利（英语/西班牙语）。
• 在处理账单、RMA、取消、续签方面的服务请求，或客户成功管理或专员角色方面具有专业知识。
• 已证明有能力以高度准确性和专业精神独立解决具有挑战性的客户问题。
• 卓越的沟通和人际交往能力，能够有效与多元化客户群和内部团队互动。
• 已证明有能力优先处理和管理动态工作量，包括升级事项、高优先级案例和项目。
• 具有每天通过多个渠道（电话、聊天、电子邮件）管理30多个案例的经验，并持续提供高质量服务。
• 熟练使用Zendesk、Salesforce或ServiceCloud等工单系统，并具备高级故障排除和文档编写技能。
• 具备macOS及相关系统的技术能力，以及快速学习和适应新工具和技术的能力。
• 能够根据业务需要，按分配在灵活时间工作（早班、夜班和/或周末）。
理想候选人还具备：
• 支持远程信息处理系统、ELD和工时服务合规的经验。
• 已证明有能力指导和辅导同事，以提升团队绩效和个人成长。
• 数据驱动思维，具有分析趋势和指标以支持战略决策的经验。
• 加分项：具备法语或德语的多语言技能
该职位全职员工的年度基本薪资范围如下。请注意，所提供的基本薪资可能会因您的居住城市、与工作相关的知识、技能和经验等因素而有所不同。请在下方了解更多关于我们的总奖励和福利的信息。
年度基本薪资 $43,435 — $58,400 USD
薪资
在Samsara，我们为那些推动全球经济运转的人们而构建。我们想要的是主人翁，而不是乘客，因此我们的奖励旨在激励高影响力的建设者。我们的薪酬计划通过基本工资、基于绩效的奖金/浮动薪酬以及高增长上市公司中的股权（适用于符合条件的职位）相结合，提供高于市场水平的总薪酬。我们对顶尖绩效者给予有意义的薪酬差异化，他们有机会获得高于市场的薪酬，且随着时间的推移可能超越更广泛的市场。
除了薪酬之外，我们还提供能够实现长期成功的基础：灵活的、由员工主导的远程模式、专业发展津贴、全面的健康和育儿假计划等。如果你准备好为长期而构建并掌控结果，你的旅程从这里开始。
灵活工作
在Samsara，我们采用灵活的工作模式，以满足团队多样化的需求。我们的办公室对那些喜欢现场工作的人开放，同时我们也支持与运营需求相符的远程工作。对于某些职位，靠近我们的某个办公室或位于特定地理区域内对于促进协作、获取资源或与我们的服务区域保持一致非常重要。在这些情况下，职位描述将明确说明任何工作地点要求。我们的目标是确保团队所有成员都能有效贡献，无论他们是现场工作、混合模式还是完全远程。所有录用通知均取决于个人能否获得并维持在公司及指定工作地点（如适用）合法工作的权利。
在Samsara的归属感
在Samsara，我们欢迎所有人，无论其背景如何。所有合格申请人将获得就业考虑，不因种族、肤色、宗教、国籍、性别、性别认同、性取向、受保护的退伍军人身份、残疾、年龄以及其他受法律保护的特征而受到歧视。我们依靠团队成员的独特方法来帮助我们解决复杂问题，并希望确保Samsara是一个来自各种背景的人都能产生影响的地方。
便利安排
Samsara是一个包容的工作环境，我们致力于确保合格的残疾人士在就业方面享有平等机会。如果你在整个招聘过程中需要任何合理的便利安排，请发送电子邮件至accessibleinterviewing@samsara.com或点击此处。
我们对真实性的承诺
我们使用Tofu，一种欺诈检测工具，来验证申请的真实性并防止身份欺诈。这确保我们与真实的人建立联系，并使我们能够优先考虑真正的候选人。请参阅Samsara的候选人隐私声明以获取更多信息。
欺诈性就业机会
Samsara已知悉涉及虚假面试和录用通知的诈骗。请注意，我们在招聘过程的任何阶段都不会向申请人收取费用。关于你申请的唯一官方沟通将仅来自以@samsara.com、@us-greenhouse-mail.io或@mail3.guide.co结尾的电子邮件。有关欺诈性就业机会的更多信息，请访问我们的博客文章此处。
以上内容由机器翻译自动生成，可能存在错误；投递前请以雇主原文为准。
查看雇主原文
职位描述
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 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
岗位职责
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 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 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.
• Full bilingual proficiency (English/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 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.
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.
• Considered a Plus: Multilingual skills in French or German
The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below.
Annual Base Salary $43,435 — $58,400 USD
薪资
At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. 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. If you’re ready to build for the long term and own the outcome, your journey starts here.
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.
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. 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.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com 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. This ensures we are connecting with real people and allows us to prioritize genuine candidates. 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 regarding fraudulent employment offers, please visit our blog post here .