Bilingual Customer Support Specialist

Samsara is hiring a full-time Bilingual Customer Support Specialist to provide remote customer support across phone, chat, email, and other service channels. The position is open to eligible candidates residing in the United States, subject to specific geographic exclusions.

The Customer Support Specialist will help Samsara customers resolve complex account and service issues involving billing, contract renewals, cancellations, products, and related services. The position serves as an escalation point for challenging customer inquiries and requires strong ownership of issues from initial contact through resolution.

Responsibilities include managing and prioritizing a high-volume caseload, handling urgent escalations, providing advanced multi-channel support, identifying customer trends, and communicating actionable insights to internal stakeholders. The specialist will also contribute to initiatives designed to improve customer experience, operational efficiency, support processes, best practices, and training materials.

The role includes a mentorship component, with responsibility for providing guidance to other Customer Support team members and helping improve team performance and service quality.

Candidates need 3+ years of customer-facing experience in a contact-center environment, including experience handling escalated cases and complex customer interactions. Full professional bilingual proficiency in English and Spanish is mandatory.

Relevant experience should include areas such as billing, RMAs, cancellations, renewals, customer success, or related support operations. Candidates should be comfortable independently resolving difficult customer issues and managing at least 30 cases per day across channels such as phone, chat, and email.

Experience with ticketing and CRM systems such as Zendesk, Salesforce, or Service Cloud is required, along with technical aptitude using macOS and the ability to learn new systems quickly. Candidates must also be available for flexible schedules that may include mornings, nights, and weekends according to business requirements.

Experience with telematics, Electronic Logging Devices (ELDs), hours-of-service compliance, peer coaching, and data-driven customer-support analysis is advantageous. Additional French or German language ability is considered a plus.

The annual U.S. base salary range is $43,435–$58,400 USD. Eligible employees may also receive performance-based bonus or variable compensation and equity. Samsara provides benefits including health and parental-leave programs, professional-development support, and a flexible employee-led remote working model.