Head of Customer Service
Core
Lead a team of 10-15 agents to provide customer support via email, phone, and chat for Formlabs' 3D printing technology users.
Role type
Senior leadership Customer Service Manager
Builds
Customer support operations and user experience for 3D printing hardware and software
Domain
3D printing / Manufacturing technology
Deliverable
client delivery
Required skills
Team leadership, Customer experience management, Data analysis, Project planning, Resource allocation, Change management
Preferred skills
Technical support, Engineering background, First-line agent experience, B2B support, Startup environment experience
Technologies
Google Sheets, Dashboards
Responsibilities
Manage a team of 10-15 agents, Drive continuous improvement and team culture, Ensure KPIs and deadlines are met, Analyze performance data to scope projects, Prioritize tasks and reallocate resources, Manage the team through change