Matterport is hiring a
Sr Manager Customer Support Vendor Operations, Remote - United Kingdom

Summary

The job is for a Sr. Manager, Customer Support & Vendor Operations at Matterport who will work with various teams across the organization, manage customer support engineers, and ensure best-in-class customer support. The role requires a bachelor's degree, contact center contract management experience, people management experience, strong technical skills, and proficiency in English and another language.

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
• 7+ years working directly with customers to resolve technical issues
• Demonstrated 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
• Experience with call centers in the Philippines

Responsibilities

• Develop and set targets and closely monitor and measure performance of BPO vendors
• 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
• 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

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