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. The role involves managing customer support teams across different regions, working with various departments, and ensuring best-in-class customer support. The ideal candidate should have a bachelor's degree, contact center contract management experience, people management experience, strong technical skills, and proficiency in English and one other 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

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

Preferred Qualifications

Experience with call centers in the Philippines

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