Sr Manager, Customer Support & Vendor Operations

June 28

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Matterport

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Digital Twin Platform

3D Models • Computer Vision • Hardware • Real Estate • Insurance

501 - 1000

💰 $295M Post-IPO Equity on 2021-07

Description

• Develop and set targets and closely monitor and measure performance of BPO vendors. Hold accountability for the performance of Matterport BPO partner teams. • Serve as the main point of contact for vendor relations, handle escalations, and identify root cause and potential problems, provide resolutions, alternate solutions, and risk mitigation plans. • Ensure cross channel quality through both remote monitoring and regular on-site visits to establish consistency of the Matterport culture and brand expectations for our customers. • Support contract negotiations between Matterport and its BPO vendor to ensure that Matterport has access to competitive rates and quality work. • Demonstrated ability to analyze problems, probe facts, identify and question assumptions and find creative and effective solutions to meet business goals without comprising customer satisfaction. • Ensure EMEA and APAC Support team is providing best-in-class customer support to both SMB and Enterprise customers via phone, email, and chat. • Build and manage a team of highly motivated customer support engineers. • Collaborate with the Customer Support Quality Team to ensure that vendors adhere to established quality standards through calibration and compliance efforts. • Work closely with Customer Success/Product/Engineering/Finance to assess and resolve customer issues. • Collaborate closely with support leadership team to help build and improve customer support systems and processes. • Work with the Product team to identify opportunities to improve Matterport's offering and reduce the number of support questions and issues.

Requirements

• Bachelor’s Degree Preferred • Contact center contract management experience with significant knowledge in contact center operations and program management. • 5+ years of people management experience with 7+ years working directly with customers to resolve technical issues• Must demonstrate the ability to quickly learn our products and possess a strong aptitude for grasping technical details. • A team-first mentality and eagerness to set & meet aggressive goals• Ability to perform multiple, detail oriented tasks with simultaneous deadlines • Strong written and verbal communication skills. Must be proficient in English and one other language (preferably) • Strong attention to detail with excellent communication and collaboration skills • Familiarity with support-ticketing systems like Salesforce and JIRA • Ability to travel internationally as much as approximately 5-10% of the time.

Benefits

• Comprehensive health plans* - 100% of premiums covered for employees & 90% of dependent premiums for UK Employees. • Generous PTO plan for Non-Exempt Employees - Take time to rest, relax and explore! Plus we offer Summer Fridays! • Pension Program and % match for UK employees.