• Serve as a point of escalation for complex customer inquiries and issues related to billing, contract renewals, cancellations, and Samsara products and services. • Provide guidance and mentorship to CSS II team members to enhance team performance and efficiency. • Demonstrate advanced proficiency in multi-channel servicing, including handling complex cases via phone, email, chat, and other channels with exceptional communication and problem-solving skills. • Manage and prioritize a high-volume workload, including escalations and urgent customer requests, ensuring timely and accurate resolution. • Lead or participate in cross-functional initiatives aimed at improving customer experience, driving efficiency, and scaling support processes. • Identify and analyze customer trends and issues to provide actionable insights to management and other stakeholders. • Proactively improve customer support processes and contribute to the development of best practices and training materials for the team. • Deliver exceptional customer service throughout the service cycle, ensuring customer satisfaction and retention. • Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices.