Sr Customer Experience Specialist - Finance

The role

You will own complex customer escalations and manage customer finance requests. You will also lead programs to eliminate root causes and streamline workflows.

What you will do

• Own priority customer escalations end to end
• Coordinate cross-functional resources for escalations
• Lead executive-level communications
• Deliver post-mortems and executive summaries
• Analyze escalation themes to identify process improvements
• Lead cross-functional programs to improve customer experience
• Coach frontline teams on escalation prevention and de-escalation

Required qualifications

• 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function
• Direct ownership of high-severity escalations
• Success leading cross-functional process-improvement programs
• Structured problem-solving skills
• Ability to use data to make decisions and prioritize work
• Strong program and project management skills
• Excellent written and verbal communication skills
• Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience

Nice to have

• PMP, ITIL, Six Sigma, or a comparable program, incident, or process-management certification
• Experience working in a SaaS, technology, or other complex customer-operations environment
• Experience building or improving escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation
• Experience coaching customer-facing teams on conflict resolution, de-escalation, and prevention

Benefits

• Flexible, employee-led remote model
• Professional development stipend
• Comprehensive health plans
• Parental leave plans
• Equity

Before you apply

• All offers are contingent upon ability to secure and maintain legal right to work in the specified location

About the company

Samsara is the pioneer of the Connected Operations Cloud, a platform that enables organizations to harness Internet of Things (IoT) data. The company helps improve the safety, efficiency and sustainability of physical operations.