Sr. Key Contacts Escalation Specialist

Job Description

• 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

Qualifications

• 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

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