Sr. Customer Support Specialist



Customer Service
Chicago, IL, USA
Posted on Tuesday, July 2, 2024
Matterport's customer support organization plays a key role in achieving our vision. Our team is dedicated to addressing customer pain points, empowering our global user base via self-service, and optimizing customer support interactions to create an effortless experience.
As a member of the Customer Support team, you'll be responsible for assessing the quality of the performance of our contact center associates who work with our existing and potential customers. As well as manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs and CSAT expectations. This is an individual contributor role, however, you will be providing mentorship and training to help build a high performing team.
The Team Lead will monitor inbound and outbound calls, emails, chats, and SMS responses to assess the associate's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing contact center quality processes and strategies and making recommendations for enhancements to training materials as needed to improve the overall customer experience. In addition to quality assurance, the Team Lead will assist with escalations and activities deemed critical by the Operations Manager.

What you will do:

  • 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.

Who you are:

  • Minimum of 2 years of relevant experience in customer service, preferably in Real Estate or Technology company
  • 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
  • We want to hear from you! We are looking to build the best team of people who will be empowered to do their best work. If you have what it takes, but don’t necessarily meet every bullet in the job description we encourage you to apply.
    The US base salary range for this full-time position is $40,000 to $62,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Perks & 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
At Matterport, we don’t just accept differences, we celebrate them and recognize the value they bring to our customers and employees. Matterport is proud to be an equal opportunity workplace and works to create and support diversity at Matterport. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender, identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, sexual orientation, and any other category protected by law. We are committed to providing employees with a work environment that provides a sense of inclusion and belonging and is free of discrimination and harassment. We also consider all qualified candidates regardless of criminal histories, consistent with legal requirements.
Matterport is likewise committed to working with and providing reasonable accommodation to all qualified applicants and employees with disabilities in accordance with the American Disabilities Act