Cambridge Mobile Telematics (CMT) is on a mission to make the world’s roads and drivers safer. Our first product launched in 2012 and pioneered mobile usage-based insurance. Since then, CMT has become the world’s leading telematics and analytics provider for insurers, rideshares, personal safety providers, and automakers, providing telematics services for 80 enterprise programs in 20 countries. Powered by mobile sensing, artificial intelligence, and behavioral science, we measure driving quality, incentivize safer driving, assist users in crashes in real time, and improve the safety for millions of drivers every day around the world.
CMT is looking for a collaborative, customer-committed, and creative technical support leader who wants to join us in making roads safer by making drivers better!
Responsibilities:
- Use complete discretion and independent judgment to provide efficient and accurate technical assistance to ensure customer satisfaction
- Manage and provide team leadership to the Technical Support function. Provide support on tactical team items and guidance to individual team members’ growth.
- Act as an escalation point for high severity customer issues that arise from within the team, or directly from customers and provide escalated technical and triage support when the occasion calls
- Take part in recruitment and maintaining a top talent team
- Coach team members to ensure team/department objectives are met
- Foster a collaborative team work environment
- Focus on ensuring Support Team focus on departmental KPIs
- Utilize KCS methods to ensure satisfactory issue resolution
- Work closely with Engineering, Product Management, Customer Success and Sales teams
- Report on issues, resolution, service levels and customer satisfaction
- Utilize all Technical Support tools (e.g., ZenDesk)
- Identify improvements for support processes and implement them
- Complete any tasks that may arise
Qualifications:
- Bachelor’s with 8+ years of experience supporting a SaaS or mobile technical product
- 8+ years of management experience in a Support role
- Superior customer service orientation
- Proven analytical/problem solving ability
- Self-motivated attitude with the ability to multitask and thrive in an interrupt-driven environment
- Interpersonal communication skills with expertise in distilling complicated topics to a broader audience
- Mobile (iOS/Android) debugging and/or development experience preferred
- Big data (SQL or other database querying) experience preferred
- SaaS and API developer support experience preferred
Compensation and Benefits:
- Fair and competitive salary based on skills and experience
- Medical Benefits (Health insurance, Personal accident insurance, Group term life insurance), gratuity, parental leave, sick leave and public holidays
- Employees are eligible for flexible allowances which includes Leave Travel Assistance, Telephone/Mobile Expenses, Professional development expenses, Vehicle Reimbursement
- Flexible scheduling and work from home policy depending on role and responsibilities
Additional Perks:
- Feel great working to improve road safety around the world!
- Join one of our many employee resource groups including Black, AAPI, LGBTQIA+, Women, Book Club and Health & Wellness
- Extensive education and employee assistance programs
- CMT will do all that is possible to support our employees and create a positive and inclusive work environment for all!
Commitment to Diversity and Inclusion:
At CMT, we are intensifying our commitment to provide opportunities and career growth to the underrepresented. We are focused on creating an inclusive work environment that encourages a diversity of background and thought to produce the best products and services within our industry.
CMT is an equal opportunity employer and strives to create an inclusive and diverse environment that enriches our employees’ lives in and outside of work. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability state. CMT is headquartered in Cambridge MA. To learn more, visit www.cmtelematics.com and follow us on Twitter @cmtelematics.
