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Full-Time

Customer Support Specialist

Confirmed live in the last 24 hours

Xometry

Xometry

501-1,000 employees

AI-enabled on-demand manufacturing marketplace

AI & Machine Learning
Data & Analytics
Industrial & Manufacturing

Entry

Lexington, KY, USA

Category
Customer Support
Customer Success & Support
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 for 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
  • 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 scores, 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 operates as a technologically advanced marketplace for on-demand manufacturing, specializing in services like CNC machining, 3D printing, and injection molding. This not only fosters a culture of technological excellence and precision but also positions the company as a key player in speeding up the manufacturing process with high-quality results. Employees can thrive in an environment that values innovative solutions and efficient production techniques, making it a commendable workplace for professionals passionate about manufacturing and technology.

Company Stage

Later Stage VC

Total Funding

$443.4M

Headquarters

North Bethesda, Maryland

Founded

2013

Growth & Insights
Headcount

6 month growth

0%

1 year growth

1%

2 year growth

15%

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