Customer Success Representative - Chicago

| Chicago
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 Role
Matterport is looking for an enthusiastic Customer Support Representative who will provide excellent, high-touch support for SMB and enterprise customers alike. The ideal candidate is a quick learner with a positive, can-do attitude, friendly personality, with strong problem-solving abilities. In addition to working with customers, the Support Engineer will work with QA, Product, and Engineering team members to help identify and resolve issues in Matterport products. Experience with online support forums and communities is a plus!

Responsibilities

  • Provide first-class customer support to both small business and enterprise end users.
  • Foster an online support community for Matterport customers
  • Report, profile, and when possible, diagnose new product issues.
  • Determine severity, frequency, possible workarounds. Work with QA/Production/Engineering as needed to assess.
  • Document product changes, maintain and improve online product support pages
  • Help build and improve customer support systems
  • Work with Product to identify opportunities to improve Matterport's offering and reduce the number of support questions and issues

Requirements

  • 4 or more years working directly with customers to resolve technical issues (support, technical account management or similar)
  • Comfortable troubleshooting problems with customers over the phone and via email and a natural curiosity about technology
  • Strong communication and collaboration skills, both within the immediate team and with other groups
  • Strong attention to detail and a sense of humor
  • Familiarity with support-ticketing systems
  • Familiarity with JIRA or other bug-tracking systems
  • Prior experience with startups, or a high level of flexibility and comfort in a loosely-structured environment
  • A background in coding, consumer electronics, QA, or a similar technical interest is preferred
  • Experience serving enterprise-level customers is a plus

Matterport is an Equal Opportunity Employer and values diversity. We do not discriminate on the basis of race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are committed to providing employees with a work environment free of discrimination and harassment.
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.

Read Full Job Description

Technology we use

  • Engineering
  • Sales & Marketing
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • TensorFlowFrameworks
    • SalesforceCRM

Location

Our office is located in the loop right off the Chicago River. There are plenty of bars and restaurants nearby along with multiple CTA options.

An Insider's view of Matterport

What are some social events your company does?

Cubs Games, Happy Hours, Bowling, In office massages, Whirlyball

Christina Capozzi

Sales Operations Coordinator

What projects are you most excited about?

I am most excited to change the way that customers in the AEC space think about what "3D" means for their business. Matterport has a larger-than-life opportunity to become the standard for communicating 3D data quickly, easily, and cost effective. Our UI is poised to truly disrupt how CAD (Computer Aided Design) is currently leveraged.

Michael Zimmerman

Sr. AEC Associate

What makes someone successful on your team?

To be successful at Matterport you need to be able to work with a team to navigate uncertainty. As well as being open to learning a constantly changing and growing industry.

John Brownlee

Sales Development Representative

How do your team's ideas influence the company's direction?

Our Sales team speaks to our customers every day. They play a big part in helping Matterport grow by providing all of their feedback, ideas and suggestions to our leadership team. We hire individuals who want to be a part of helping with the success of the organization. Open and ongoing communication is key to our success!

Joanna Ficht

Sales Manager

What’s the vibe like in the office?

The vibe in the office is extremely welcoming. Not only do we have some of the most beautiful views of the city but everyone here is family. The people are here are not only colleagues they are also long-life friends. You won't find a company with a team as strong as this one.

Patrick Purwin

Sr. Account Manager

What are Matterport Perks + Benefits

Matterport Benefits Overview

- Comprehensive Health, Vision, & Dental
- Fully-stocked kitchens & healthy catered lunches
- Hack Days & Tech Talks
- 401(k) & Stock Options
- Laundry Services & Commuter Benefits
- Conferences & Continuing Education

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
More Jobs at Matterport7 open jobs
All Jobs
Marketing
Operations
Sales