Sr Billing/AR Consultant

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
• Performance-based bonus/variable pay
• Equity

Before you apply

• 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

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.