Matterport, Inc. (Nasdaq: MTTR) is leading the digital transformation of the built world. Our groundbreaking spatial data platform turns buildings into property intelligence data to make nearly every space more valuable and accessible. Millions of buildings in more than 177 countries have been transformed into immersive Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal and marketing.
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About the Role:
We’re looking for an enthusiastic and motivated Sr. Capture Services Coordinator to join our Capture Services team. The candidate will help grow our operations and ensure efficient and high quality service delivery and experience for customers and Capture Technicians alike. The candidate will liaise with customers at various stages of the job lifecycle to help problem solve and improve the customer experience. The candidate will also work closely with our network of Capture Technicians across North America, facilitating all scan requests and helping us grow the community by onboarding additional technicians as required.
What you will do
- Work directly with our clients and Capture Technicians to schedule, coordinate, execute, and deliver Scan Service appointments
- Vet and Onboard Capture Technicians to new automated scheduling tools and programs
- Ensure they continue to meet our expectations as it pertains to quality, communication, and professionalism
- Oversee data accuracy of Capture Coordinator team
- Work with clients and Capture Technicians to fulfill high-value special projects that require extra planning and non-standard practices
- Develop detailed guidelines for scanning best practices for each industry to promote asset consistency across our technicians and regions
- Set up ongoing workshops / webinars to increase awareness on best practices, product updates, etc. for Capture Technicians and clients
- Serve as a technical expert to our Capture Technicians and ensure successful capture by providing a direct line of communication to help troubleshoot, answer questions, and resolve issues
- Partner with internal teams to develop operational processes and procedures
- Serve as a valued voice of the customer by providing insight and feedback to cross-functional stakeholders at Matterport
Who you are:
- 4-6+ years of experience in a similar support or customer service role
- BA/BS in relevant field of Customer Success or Account Management experience in a SaaS or software company as a plus
- Experience working with and managing, stakeholders and customers
- Ability to multi-task and work effectively and efficiently in a fast paced environment
- Ability to handle a high volume of tasks
- A high level of accuracy and attention to detail is required
- Excellent communication and interpersonal skills
- Flexible approach, able to operate effectively with uncertainty and change in the business process
- Driven, self-motivated, enthusiastic and with a “can do” attitude