Taking applicationsChat / Email·Posted 8d ago
Sr Customer Experience Specialist ‑ Finance
SamsaraVerified company
Remote - US
Pay
$49–$74/hr
Job type
Full-time · Remote
Hours
Flexible
Location
US
Open to people in the United States
EnglishSenior level
About the role
A senior escalations program manager role focused on resolving complex customer finance escalations and improving billing and support processes. It is remote but restricted to US-based candidates outside the SF Bay, NYC, and Washington, D.C. metro areas, with an annual base salary of $102,042–$154,350 plus equity.
What you'll do
- Own high-severity customer escalations end to end
- Coordinate Sales, Finance, Support, Customer Success, Product, and Engineering
- Deliver post-mortems and executive summaries
- Analyze escalation themes and business impact
- Lead cross-functional experience-improvement programs
- Coach frontline teams on escalation prevention and de-escalation
What you'll need
- 4+ years in Customer Success, Support Operations, Trust & Safety, or incident management
- Direct ownership of high-severity escalations
- Cross-functional process-improvement experience
- Structured problem-solving and data-driven prioritization
- Strong program and project management
- Excellent written and verbal communication
- Bachelor's degree or equivalent experience
Skills
Escalation managementCross-functional coordinationProgram managementData analysisExecutive communicationProcess improvementSLA managementDe-escalation coaching
Benefits
Health insuranceParental leaveProfessional development stipendPerformance bonusEquity/RSU grantRemote workFlexible working model
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Applications close on 18 November.