Head of Customer Service

Do you want to change how the world creates? At Formlabs, we’re building the tools that make it possible for anyone to bring their ideas to life, from cutting-edge products to life-saving medical devices. Our 3D printing technology powers innovation at more than 50,000 industry leaders worldwide, including Apple, Google, Tesla, New Balance, and NASA. Together, we’re helping everyone design, prototype, and manufacture faster than ever before. The primary goal of our Customer Services team is to give our users the best tools and an amazing experience. At Formlabs, that means answering every question – no matter how small – and providing the resources to enable our users to innovate and create. If you are an experienced and empowering leader with a customer satisfaction focus, apply to join our team as our next Head of Customer Service !

The Job:

Directly manage a team of 10-15 agents supporting customers via email, phone and chat. Support your team’s development and maintain a high bar to drive continuous improvement, connection and culture. Ensure that KPIs, deadlines and all internal and external commitments are met. Identify opportunities to improve the customer experience and team efficiency. Perform data analysis for performance trends, leverage the data to scope project plans or solution proposals. Prioritize tasks and reallocate resources as needed, ensure adequate coverage to meet our customer commitments. Manage the team through change effectively.