Tech Stack

Description

You will own the strategy and execution of core support tools, driving improvements to customer support experience through deep user research, design, and cross-functional collaboration. Your work will directly impact the efficiency of sales and support operations at Samsara.

Requirements

• 5-8 years of Customer Support tooling experience in fast-paced SaaS environment
• Bachelor's degree in technical or business field or equivalent experience
• Proven experience managing AI support tools or LLM-based platforms
• Established subject matter expert in GTM tooling with history of delivering impact
• Ability to translate complex customer and business problems into clear requirements

Responsibilities

• Lead deep user research to identify support pain points and GTM tooling needs
• Draft PRDs and design artifacts ensuring alignment with business goals
• Oversee feature execution and drive usability testing with GTMS, Sales Ops, AI teams
• Coordinate release, change management, enablement, and documentation for field adoption
• Define KPIs and adoption metrics to measure business impact and inform roadmap iterations