Matterport is a 3D immersive media SaaS company that makes it easy for anyone to quickly and inexpensively create a digital 3D model of any physical space. Our 3D immersive media platform is used across many industries to improve how people make decisions about properties. We are the world leader in the category we invented, having built digital models of over 1.5 million properties so far!

Starting with residential real estate, where 8% of all homes sold in the US last year had a Matterport 3D tour, the company has changed how people experience physical spaces. Our product offering is selling exponentially in new markets like apartment and vacation rentals, hotels, event venues, insurance, retail environments, as well as architecture, engineering, and construction.

We have an end-to-end system for crafting, experiencing, and changing cloud-based immersive 3D models of real spaces. Our product suite improves the way people experience and visualize physical spaces making it incredibly fun and practical for users to move through real world spaces as if they were there.

With funding from a group of stellar VCs and investors, we are changing the way we all see the world!

The Customer Support Technical Lead provides leadership and direction that drives the resolution of escalated customer issues. The Technical Lead is the interface between Customer Support Success and Matterport Development and Product Management. This position is responsible for creating, modifying and enforcing the communications and escalation processes between Customer Success and technical collaborators, ensuring that agent questions are answered in a timely way with the least impact to busy development teams. The Customer Success Technical Lead also resolves customer support issues with a modified workload as dictated by the Customer Success Level 2 Manager.

Responsibilities

• Leads CS technical interactions with development such as bug reviews, issue escalation and work prioritization.
• Mentors, trains, and assists with professional development of Level 2 Customer Success team members using informal coaching techniques and training.
• Resolves emergency support issues in the most timely and effective manner possible.
• Point of communication for technical process and procedural changes.
• Represents and promotes the Customer Success team in a positive and professional manner, elevating and supporting teammates on the Customer Success team.
• Conducts all customer interactions in a manner that presents Matterport in a positive light. Technical Leads are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by Matterport.
• Presents and manages technical learning sessions for the CS organization.
• Meets or exceeds department performance standards.

Qualifications:

• Bachelor’s degree preferred.
• 4+ years working directly with customers to resolve technical issues (support, technical account management or similar).
• Ability to work well under pressure.
• History of consistently meeting established individual performance objectives.
• Strong procedural knowledge of Customer Support.
• Strong knowledge of Matterport business, and customer requirements
• Prior project management experience.
• Strong knowledge in customer service, and coaching techniques.
• Experience in leading associates to high levels of performance.
• Exceptional coaching and training skills.
• Effective leadership training and experience.
• Strong problem solving, organizational and analytical skills.
• Superior communication skills.
• Experience working with individuals from diverse cultures preferred.
• Strong experience in effectively handling difficult customer and employee situations
• Ability to prioritize a demanding project schedule.

Matterport is shaking up the 3D world. Our team has developed an end-to-end 3D platform that allows anyone to create, edit, and share 3D models of real-world spaces. Our tools are already used by thousands of professionals in a variety of industries, including insurance, architecture, construction, manufacturing, real estate, hospitality, and location-scouting, as well as by hobbyists who just want to dive into 3D capture.