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Sr Manager, Customer Support & Vendor Operations



Customer Service, Operations
London, UK
Posted on Friday, June 28, 2024
As a Sr. Manager, Customer Support & Vendor Operations, you’ll work with our Support leadership, Contact Center Vendor, as well as other Matterport teams across the Organization. You’ll report directly to the Head of Customer Support Operations. You’ll have a high degree of strategic responsibility to shape how Matterport leverages third party vendors (including our BPO partners) to provide best-in-class customer experiences while maintaining low costs and capacity flexibility.
You will work closely with business owners of each department to establish targets, monitor and measure performance, and manage third-party vendors to ensure they meet these targets.
You will also manage a team of Customer Support Engineers in EMEA and APAC as well as Support operations team in the US to provide excellent, high-touch support for SMB and Enterprise customers alike.
The ideal candidate is an experienced people manager with can-do attitude, friendly personality, and strong problem-solving abilities. In addition to working with customers and vendors, you will work with Sales, Finance, Product, and Engineering team members to help identify and resolve issues in Matterport products.

What you will do:

  • Develop and set targets and closely monitor and measure performance of BPO vendors. Hold accountability for the performance of Matterport BPO partner teams.
  • 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.
  • Demonstrated ability to analyze problems, probe facts, identify and question assumptions and find creative and effective solutions to meet business goals without comprising customer satisfaction.
  • 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.

Who you are:

  • 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
  • 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.

Perks & Benefits (UK)

  • 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.
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. 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.
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