Sr. Key Contacts Escalation Specialist

About the Role: 
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 Team Lead on our 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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What you will do:

• The core of the position involves operations:
• Deep dive into the operations to identify opportunities, themes, and knowledge gaps and make recommendations for new procedures
• Support the Operations Manager in highlighting operational risks and areas for improvement
• Work closely with Sales to drive additional revenue from these VIP customers


• Customer Facing:
• Point of contact for Key contact customers and performing customer service functions, dealing effectively with requests, answering queries, taking responsibility for processing each inquiry through to a satisfactory conclusion
• Completes complex tasks in creative and effective ways that result in high CSAT and operational efficiency as well continued business coming from these customers.
• Works on complex assignments requiring independence with a high degree of initiative and resourcefulness
• Acts as a consultant and educates the client, as a subject matter expert and visual marketing specialist, on products and services that will provide the best results for their needs
• Works effectively with management and other departments to achieve cross-functional objectives

Who you are:

• Minimum of 6+ years of relevant experience as a contact center agent working closely with large VIP customers
• Minimum of 2 years of relevant experience in an operations role within a customer support and contact center environment
• 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 on target salary range for this full-time position is $52,800 to $90,750 + 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 (US)

• 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

Belief in Diversity
At Matterport, we don’t just accept differences, we celebrate them and recognize the value they bring to our customers and employees.