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.
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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