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Full-Time

Sr Manager

Customer Support & Vendor Operations

Confirmed live in the last 24 hours

Matterport

Matterport

501-1,000 employees

Creates immersive digital twins of buildings

Data & Analytics
Consulting
VR & AR
Real Estate
Gaming

Senior

Remote in UK

Category
Customer Success Management
Sales & Account Management
Required Skills
Communications
Management
Salesforce
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
  • 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 remote monitoring and regular on-site visits to establish consistency of the Matterport culture and brand expectations for customers
  • Support contract negotiations between Matterport and its BPO vendor to ensure competitive rates and quality work
  • Analyze problems, probe facts, identify and question assumptions, and find creative and effective solutions to meet business goals without compromising customer satisfaction
  • Ensure EMEA and APAC Support team provides 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 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

Matterport offers a spatial computing platform that creates immersive digital twins of buildings, utilizing technologies such as AWS TwinMaker, BIM, and Matterport Capture Services to enhance collaboration and efficiency across diverse industries.

Company Stage

IPO

Total Funding

$699M

Headquarters

Sunnyvale, California

Founded

2011

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

-8%

2 year growth

-23%

Benefits

Comprehensive health plans

Flexible time off

Summer Fridays

401k

Stock options

Continuing education & commuter benefits