Matterport is hiring a
Sr. Customer Support Specialist, Remote - United States
![Logo of Matterport](https://cdn.jobscollider.com/logo/matterport-bc3f.webp)
Sr. Customer Support Specialist closed
🏢 Matterport
💵 $40k-$62k
📍United States
Summary
The job is for a Customer Support Team Lead role at Matterport, responsible for assessing the quality of performance of contact center associates and managing day-to-day activities. The role involves answering customer inquiries, placing orders, resolving issues, documenting interactions, collaborating with team members, and making recommendations for process improvements.
Requirements
- Minimum of 2 years of relevant experience in customer service
- Excellent critical thinking, problem solving, and organizational skills
- Great people skills and ability to communicate (constructive) feedback
- Motivated by Matterport’s mission to create a seamless support experience for our customer base
- Problem-solving capabilities to create meaningful strategies to improve support quality
- Experience with high priority clients, compliance, product support, billing/payments, and other relevant operational domains
- Fantastic communication skills in order to operate across multiple departments and stakeholders, including working across time zones
Responsibilities
- Assess the quality of performance of contact center associates
- Manage day-to-day line activities
- Prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs and CSAT expectations
- Answer customer support inquiries accurately and professionally through inbound phone calls, chat sessions, SMS, and emails
- Place new orders via the online order system and inbound phone calls, ensuring all details are correctly entered and processed efficiently
- Serve as the first level of issue resolution, addressing and resolving customer concerns promptly and effectively
- Maintain comprehensive knowledge of products, services, and promotions to provide informed assistance to clients
- Escalate complex issues to the appropriate departments when necessary, ensuring timely follow-up and resolution
- Document all client interactions and transactions thoroughly in the CRM system for accurate record-keeping and analysis
- Assist clients with order tracking, cancellations, refunds, credits etc., providing clear instructions and support throughout the process
- Collaborate with team members and other departments to continuously improve the customer service experience and resolve recurring issues
- Monitor and manage multiple communication channels simultaneously to ensure prompt response times and client satisfaction
- Provide feedback and suggestions to management on ways to improve processes, increase efficiency, and enhance the client experience
Benefits
- Comprehensive health plans - 100% of premiums covered for employees & 88% of dependent premiums for US employees
- Flexible Time Off for Exempt Employees/Generous PTO plan for Non-Exempt Employees – Take time to rest, relax and explore! Plus we offer Summer Fridays!
- 401k
- Company ownership in the form of RSU’s & ESPP Program
This job is filled or no longer available
Similar Jobs
- 💰$40k-$62k📍United States
- 💰$114k-$130k📍North America
- 💰$80k-$120k📍Worldwide
- 💰$85k-$115k📍United States
- 💰~$104k-$204k📍Uruguay
- 💰~$24k-$27k📍Brazil
- 💰~$104k-$204k📍Argentina
- 💰$8k-$9k📍Philippines
- 💰$50k-$80k📍Worldwide
- 💰~$50k-$200k📍United States