Matterport is hiring a
Sr. Customer Support Specialist, Remote - 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