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Senior Escalation Specialist

1 hour, 35 minutes ago
Mexico
Full-time
Senior
Customer Support
Project and Program Management
IoT Salesforce Tableau
Apply Now
Samsara

Samsara

Samsara pioneers the Connected Operations Cloud, offering AI safety programs, real-time visibility, and integrations for industries to enhance efficiency, safety, and sustainability globally.

IT Services
1K-5K
Founded 2015
View All Jobs 331

Description

  • Manage the full lifecycle of customer escalations as the single point of contact for customers and internal stakeholders.
  • Coordinate internal resources and communications through escalation closure, including senior executive updates.
  • Build strong cross-functional relationships with Customer Success, Engineering, Product, Sales, and Accounts Receivable to speed resolution of technical and billing issues.
  • Develop, implement, and coordinate post-escalation processes such as reviews, post-mortems, and trend evaluations.
  • Establish and maintain escalation standard operating procedures aligned with industry best practices.
  • Build, track, and report on escalation KPIs and customer support metrics.
  • Drive and manage review meetings for critical and major escalations with senior executives.
  • Champion Samsara’s cultural principles across a growing global organization.

Requirements

  • 5+ years of experience in a customer-facing escalation management role in fast-paced software, technology, SaaS, PaaS, or IoT environments.
  • Bachelor’s degree in a technical or business field, or equivalent practical work experience.
  • Demonstrated program or project management experience with the ability to influence stakeholders.
  • Strong judgment in high-pressure situations and the ability to make timely business and technical recommendations.
  • Strong ownership mindset, bias for action, and ability to dive deep while maintaining high standards.
  • Ability to communicate customer issues clearly to technical and business audiences, including senior executives.
  • Proficient English verbal, written, communication, and receptive listening skills.
  • Proven ability to build strong cross-functional working relationships and drive teamwork.
  • Experience with ticketing systems such as Zendesk and Salesforce.
  • Preferred: 8+ years of customer-facing support services experience with a track record of delivering business value and improvement.
  • Preferred: Previous people management experience.
  • Preferred: High emotional intelligence, empathy, proactivity, and advocacy for both customers and internal teams.
  • Preferred: Ability to work in a hyper-growth environment with shifting priorities.
  • Preferred: Experience with dashboard tools such as Zendesk Explore and Tableau.

Benefits

  • Above-market total compensation with base salary, performance-based bonus/variable pay, and equity for eligible roles.
  • Flexible, employee-led remote working model.
  • Comprehensive health plans.
  • Parental leave plans.
  • Professional development stipend.
  • Opportunity for above-market pay differentiation for top performers.
  • Inclusive work environment with reasonable accommodations available during the recruiting process.

Interested in this position?

Apply directly on the company website

Apply Now

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