Senior Customer Experience Specialist – Finance

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $102k - $154.3k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

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Samsara

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

📦 Logistics

🏗️ Construction

🏥 Healthcare

💰 Seed Round on 2014-08

Logistics • Construction • Healthcare

Samsara is a technology company that provides a comprehensive operations platform aimed at improving the efficiency, safety, and sustainability of organizations. Their solutions include video-based safety, vehicle telematics, equipment monitoring, workforce applications, and site visibility. Samsara serves a wide range of industries, including transportation, logistics, construction, and government. The platform connects people, systems, and data, enabling organizations to make faster, data-informed decisions. Samsara's Connected Operations technology helps complex organizations operate more effectively by offering real-time GPS, proactive alerts, compliance training, and asset tracking.

📋 Description

• Own priority customer escalations end to end, including triage, action planning, cross-functional coordination, risk management, and real-time status updates to customers and executive stakeholders • Serve as the single-threaded owner for complex escalations across Sales, Finance, Support, Customer Success, Product, Engineering, and partner teams • Deliver post-mortems and executive summaries; track resolution progress, commitments, and follow-up actions through closure • Analyze escalation themes and quantify business impact to identify and prioritize process, product, and workflow improvements • Lead cross-functional programs to standardize escalation workflows, service-level expectations, tooling, reporting, and dashboards • Coach frontline teams on escalation prevention, de-escalation, customer communication, and escalation processes • Champion and embed Samsara’s cultural principles as the company scales globally • Reduce mean time to resolution for high-severity escalations • Improve post-escalation CSAT and NPS • Increase systemic issues permanently fixed within 90 days • Ensure SLA adherence, audit-ready documentation, stakeholder accountability, and completion of commitments

🎯 Requirements

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function, including direct ownership of high-severity escalations • Demonstrated success leading cross-functional process-improvement programs from problem definition through implementation and adoption • Structured problem-solving skills and ability to use data to make decisions, quantify impact, and prioritize work • Strong program and project management skills, including management of multiple workstreams, dependencies, and stakeholders in time-sensitive situations • Excellent written and verbal communication skills, including synthesizing complex situations into clear executive-level updates and recommendations • Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience • PMP, ITIL, Six Sigma, or comparable program, incident, or process-management certification is advantageous • Experience in a SaaS, technology, or complex customer-operations environment is advantageous • Experience building or improving escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation is advantageous • Experience coaching customer-facing teams on conflict resolution, de-escalation, and prevention is advantageous • Must have the legal right to work at the company and in the specified work location

🏖️ Benefits

• Initial RSU grant with no vesting cliff • Ongoing refresh opportunities tied to performance • Performance-based bonus/variable pay • Equity for eligible roles • Flexible, employee-led remote model • Professional development stipend • Comprehensive health plans • Parental leave plans • Above-market total compensation opportunities