Full-Time

Customer Support Specialist II

Xometry

Xometry

501-1,000 employees

AI-enabled marketplace for on-demand manufacturing services

Data & Analytics
Industrial & Manufacturing
AI & Machine Learning

Junior, Mid, Senior

Lexington, KY, USA

Required Skills
Communications
Customer Service
Requirements
  • Ability to multitask and work in a fast-paced environment.
  • Strong listening and organizational skills.
  • Excellent customer service skills (verbal and written).
  • Proven record of satisfying customer needs while maintaining high customer satisfaction.
  • Undergraduate degree or equivalent experience.
  • Familiarity with any ticketing system is a plus.
  • Capable of learning general guidelines to manufacturing in different processes.
Responsibilities
  • Serves the customers and partners through effective communication, troubleshooting, proactive learning, deepening relationships, and advocacy over the phone, chat, and emails.
  • Maintain the support queue, monitoring ticket levels, cleaning up tickets, and getting the appropriate information from customers to appropriately respond to the customer's inquiry.
  • Communicate and resolve inquiries via phone, chat, and email, escalating issues to the Leadership team when appropriate.
  • Provide timely updates to customers, and as appropriate, all internal teams on the status of pending support tickets.
  • Organize and communicate customer feedback to the appropriate internal team customers.
  • Maintain high service level standards by meeting or exceeding all service level metrics including but not limited to contact center metrics, NPS scores, quality assurance score and adherence to schedule.
  • Serve the needs of the customers and partners by creating alternate solutions that mitigate risk while still meeting their needs.
  • Ensure an exceptional customer and partner experience by proactively bringing forward customer friction points, continuous improvement ideas and employee experience suggestions.
  • Contribute to the development of Xometry's culture and strategic vision; the achievement of organizational goals; and support and emulate the Core Values.
  • Consistently focus on personal development by ensuring you are current on all assigned training, continuous improvement methodologies and actively working through a personal development plan that identifies skill gaps.

Xometry's mission is to accelerate innovation by providing real-time, equitable access to global manufacturing capacity and demand. Xometry is the leading AI-enabled marketplace for on-demand manufacturing, transforming one of the largest industries in the world.

Company Stage

Later Stage VC

Total Funding

$443.4M

Headquarters

North Bethesda, Maryland

Founded

2013

Growth & Insights
Headcount

6 month growth

1%

1 year growth

2%

2 year growth

29%

Benefits

Medical, dental, & vision insurance

Life insurance

401(k) with company matching

Equity

Generous PTO

Paid volunteer time

Commuter & parking benefits

Maternity & Paternity leave

Free snacks

Dog-friendly office spaces

INACTIVE