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 leaderwho 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.
Life at Cambridge Mobile Telematics
Cambridge Mobile Telematics (CMT) pioneered telematics for usage-based and behavior-based programs making roads and drivers safer around the world. Founded in 2010 by two MIT professors, CMT's accomplished team of expert scientists and experienced entrepreneurs developed DriveWell, an advanced mobile-sensing and big data platform delivering an end-to-end smartphone telematics solution. DriveWell provides valuable feedback to users, helping them to improve driving performance and become more aware of unsafe behaviors.
DriveWell is the first telematics platform in the industry to provide both traditional vehicle-centric, usage-based-insurance (UBI) and driver-centric, behavior-based insurance (BBI) solutions. Through the DriveWell program, CMT's partners can easily measure mileage, time of day, roadways and risky driving behaviors - giving them a complete picture of every trip and allowing them to segment high-risk vs low-risk customers easily.
CMT has a proven track record of changing driver behavior: an average reduction of 35% in phone distraction, 20% in hard braking, and 20% in at-risk speeding all within 30 days of using the program. With DriveWell, users become safer drivers, resulting in fewer crashes and less-costly claims. The average user sustains a 25% reduction in phone usage even after 200 days, and some CMT's insurance partners report as much as 47% reduction in total claims costs, based on studies of more than 100,000 drivers.
For more information about DriveWell, please visit: www.cmtelematics.com/drivewell
Thrive Here & What We ValueCommitment to Diversity and Inclusion: At CMT, we believe the best ideas come from a mix of backgrounds and perspectives. We are an equal-opportunity employer committed to creating a workplace and culture where everyone feels valued, respected, and empowered to bring their unique talents and perspectives. | Compensation and Benefits: Fair and competitive salary based on skills and experience, and annual performance bonus | Equity may be awarded in the form of Restricted Stock Units (RSUs) | Medical, Dental, Vision and Life Insurance, matching 401k, short-term & long-term disability and parental leave | Unlimited Paid Time Off including vacation, sick days & public holidays | 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 | CMT will do all that is possible to support our employees and create a positive and inclusive work environment for all!</s> | Additional Health Insurance | CMT Europe Wellness Reimbursement Program | Voluntary Pension Fund | Educational Assistance Program | Unlimited Annual Leave (Paid Time Off) | Global company & public holidays | Sick Leave | 1. Collaborative Environment | 2. CustomerCommitted | 3. Creative IoT Team Member | 4. Positive and Inclusive Work Environment | 5. Commitment to Diversity and Inclusion</s> | Extensive wellness, education and employee assistance programs | Flexible scheduling and work from home policy depending on role and responsibilities</s> | We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability state.</s> | 1. Commitment to diversity and inclusion | 2. Wellness, education, and employee assistance programs | 3. Unlimited paid time off including vacation, sick days & public holidays | 4. Flexible scheduling and work from home policy depending on role and responsibilities | 5. Extensive wellness, education, and employee assistance programs</s> | 1. Collaborative, customercommitted, and creative work environment | 2. Mission to make roads safer by making drivers better | 3. Headquartered in Cambridge, MA, with offices in Budapest, Chennai, Seattle, Tokyo, and Zagreb | 4. Commitment to creating a positive and inclusive work environment for all | 5. Extensive education and employee assistance programs</s> | 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</s> | 5. Extensive 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 Health & Wellness)</s> | Commitment to Diversity and Inclusion: At CMT, we believe the best ideas come from a mix of backgrounds and perspectives. We are an equal-opportunity employer committed to creating a workplace and culture where everyone feels valued, respected, and empowered to bring their unique talents and perspectives. Diversity is essential to our success, and we actively seek candidates from all backgrounds to join our growing team. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability state.</s> | 1. Commitment to Diversity and Inclusion: At CMT, we believe the best ideas come from a mix of backgrounds and perspectives. | 2. Fair and competitive salary based on skills and experience | 3. Equity may be awarded in the form of Restricted Stock Units (RSUs) | 4. Medical Benefits (Health insurance, Personal accident insurance, Group term life insurance), gratuity, parental leave, sick leave and public holidays | 5. Flexible scheduling and work from home policy depending on role and responsibilities | 6. 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 | 7. CMT will do all that is possible to support our employees and create a positive and inclusive work environment for all!</s> | 2. Flexible scheduling and work from home policy depending on role and responsibilities | 3. 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</s> | 2. Wellness, Education and Employee Assistance Programs | 4. Flexible scheduling and work from home policy depending on role and responsibilities.</s> | 2. Customer Obsessed | 3. Proven Ability to Deliver Results | 4. Analytical Mindset | 5. Commitment to Learning</s> | 4. Private healthcare | 5. Life insurance | 6. Parental leave | 7. Flexible scheduling and work from home policy depending on role and responsibilities | 8. 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</s> | Commitment to Diversity and Inclusion: At CMT, we believe the best ideas come from a mix of backgrounds and perspectives. We are an equal-opportunity employer committed to creating a workplace and culture where everyone feels valued, respected, and empowered to bring their unique talents and perspectives. - Fair and competitive salary based on skills and experience, and annual performance bonus | Commitment to Diversity and Inclusion: At CMT, we believe the best ideas come from a mix of backgrounds and perspectives. We are an equal-opportunity employer committed to creating a workplace and culture where everyone feels valued, respected, and empowered to bring their unique talents and perspectives.</s> | Extensive wellness, education and employee assistance programs</s> | Focus on Creating an Inclusive Work Environment that Encourages a Diversity of Background and Thought to Produce the Best Products and Services within Our Industry | 5. 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Fair and competitive salary based on skills and experience | 2. Medical Benefits (Health insurance, Personal accident insurance, Group term life insurance), gratuity, parental leave, sick leave and public holidays | 3. Flexible scheduling and work from home policy depending on role and responsibilities | 4. 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 | 5. Commitment to Diversity and Inclusion: At CMT, we believe the best ideas come from a mix of backgrounds and perspectives. We are an equalopportunity employer committed to creating a workplace and culture where everyone feels valued, respected, and empowered to bring their unique talents and perspectives.</s> | 3. Employees are eligible for flexible allowances which includes Leave Travel Assistance, Telephone/Mobile Expenses, Professional development expenses, Meals Coupon, Vehicle Reimbursement | 5. 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 | 6. 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. | 7. 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.</s> | Demonstrates initiative, has a learning mindset, takes ownership | Strong experience with system design | 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 Health & Wellness | Additional perks such as joining employee resource groups</s>
