Full-Time

Customer Support Specialist

Posted on 5/15/2024

Xometry

Xometry

501-1,000 employees

AI-enabled on-demand manufacturing marketplace

Data & Analytics
Industrial & Manufacturing
AI & Machine Learning

Mid

North Bethesda, MD, USA

Required Skills
Communications
Customer Service
Requirements
  • Embody situational adaptability within a high paced, ever-changing environment
  • Familiarity with any ticketing system is a plus
  • 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
  • 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, chats 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
  • Provide timely updates to customers and 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
  • 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
  • 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 operates a cutting-edge AI-enabled marketplace for on-demand manufacturing, specializing in services like CNC machining, 3D printing, and more. This platform not only supports rapid sourcing but also ensures high-quality production, making it an ideal workplace for those passionate about leveraging technology to streamline and enhance the manufacturing process. Its industry leadership in integrating AI with traditional manufacturing techniques offers employees a unique opportunity to work at the forefront of technological advancements in the field.

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

3%

2 year growth

24%

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