• Provide initial partner support and convey resolutions to customers • Walk customers through problem-solving processes and provide assistance • Assess customer issues and properly escalate incidents as needed • Follow up with customers, provide feedback, and see problems through to resolution • Utilize excellent customer service skills and exceed customer expectations • Recommend changes to internal and customer-facing documentation where needed • Continually grow your knowledge of internal procedures, the Huntress product, and customer environments

• Build a world-class customer listening infrastructure • Design and lead new and emerging Voice of Customer (VoC) programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and managing the closed loop process. • Lead internal change management and training efforts related to new VoC programs. • Derive actionable insights from quant and qual customer data. Top line and in-depth analysis of customer data to determine significance of trends, key drivers of customer experience, and impact on business and customer health. • Drive systemic customer experience improvements. Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer experience improvements. Lead efforts targeting key customer pain points to optimize the customer experience, working cross-functionality to integrate quantitative and qualitative feedback to determine, design and implement strategic solutions. • Build and drive a robust closed loop process, ensuring world-class 1:1 follow up with our customers based on their feedback and issue resolution in real-time. • Support the implementation of a customer experience management platform, which will centralize all channels of customer feedback into one tool. • Operationalize a customer-centric culture at Samsara. Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller. • Be a CX thought leader. Bring industry leading trends, technologies, best practices to Samsara to continually stay best in class on customer experience programs and approaches. • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

• Ensure that urgent ticketing queues are worked on throughout the day. • Be logged into Airline call back queue throughout shift. • Contact carrier’s when tickets need to be opened or waivers need to be obtained. • Conduct routine research of travel industry changes and trends. • Maintain a professional friendly attitude while assisting coworkers/agents.

• Monitor and respond to customer inquiries via Slack channels, email, and ticketing systems (e.g., Pylon or similar tools) within defined SLA timelines • Assist users with troubleshooting, platform navigation, and general support questions • Collaborate with AI support tools and escalate complex or sensitive issues as needed • Maintain clear, empathetic, and professional communication across regions • Identify knowledge base gaps and help create or improve documentation • Develop internal knowledge documents based on recurring issues • Support onboarding by guiding new users through setup and early product use • Work with internal teams to enhance customer experience and operational processes