Customer Phone Support Agent I

SendCutSend

United States

Remote

USD 36,000 - 41,000

Full time

6 days ago

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Benefits offered by this job

Health, Vision & Dental Insurance

401(k) match up to 4%

Paid time off

Tuition Reimbursement

Paid Parental Leave

Short-Term Disability

Monthly Internet Stipend

Employee Discounts

Job summary

SendCutSend is looking for a Customer Phone Support Agent I to serve as the primary contact for customers by phone, guiding them through the order lifecycle with technical and manufacturing expertise. You will resolve routine issues, document interactions, and collaborate with internal teams in a fast-paced, remote environment.

The role emphasizes strong communication, active listening, and problem-solving, with concrete responsibilities from reviewing drawings to escalation when necessary.

Qualifications

Minimum 1 year of customer service or technical support experience.
Strong English verbal and written communication skills.
Comfortable providing live phone support in a fast-paced environment.
Ability to explain technical information clearly to customers with varying levels of experience.
Experience learning and applying SendCutSend processes, capabilities, materials, and guidelines.

Responsibilities

Review customer drawings, specifications, and requirements to ensure alignment with production capabilities.
Resolve customer issues within established processes and guidelines, escalating when needed.
Maintain ownership of customer interactions through resolution or escalation and communicate next steps.
Document customer interactions accurately within internal systems for seamless follow-up.
Collaborate with Customer Support and internal teams to resolve questions and order issues.
Develop and maintain working knowledge of SendCutSend capabilities, materials, processes, and guidelines.
Identify recurring questions or issues and communicate to Phone Support leadership.
Resolve technical questions and order issues arising during production, escalating as needed.
Meet established quality, productivity, documentation, and customer service expectations.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Organizational skills

Remote work

Multitasking

Tools

CRM systems

CAD software

Job description

Description

As a Customer Phone Support Agent I:, you will serve as a primary point of contact for customers by phone, providing timely and accurate assistance throughout the customer and order lifecycle. You will help customers with technical and manufacturing questions, recommend materials and processes, and provide clear communication and support consistently. Working within established processes and guidelines, you will use your technical manufacturing knowledge and customer service skills to resolve routine customer needs accurately and efficiently. This role requires strong communication, active listening, problem-solving, and the ability to provide clear technical guidance in a fast-paced phone environment. During periods of low inbound call volume, Phone Support Agents will work other duties as assigned. Phone support remains the primary responsibility of the role.

Job Type

Full-time

Description

Why SendCutSend?

SendCutSend is an on-demand manufacturing company specializing in custom sheet metal and CNC machining. We serve more than 150,000 engineers, fabricators, and businesses across the U.S. and Canada. We operate out of seven facilities located in Nevada, Kentucky, Texas, and Pennsylvania.

Our business is built on reliability, accountability, quality, and constant improvement. Everyone here plays a real role in our success. We value people who are collaborative, innovative, and committed to detailed high-quality work. We’re scaling fast and building the future of manufacturing. If you’re excited to join the team and grow with us, we want to hear from you!

What You’ll Do

Review customer drawings, specifications, and requirements to ensure alignment with production capabilities
Resolve customer issues within established processes and approval guidelines, escalating issues appropriately when they fall outside established procedures, authority, or knowledge
Maintain ownership of customer interactions through resolution or appropriate escalation and clearly communicate next steps and expectations
Document customer interactions accurately within internal systems to ensure seamless follow through and visibility across teams
Collaborate with Customer Support and internal teams to resolve customer questions and order issues when additional assistance is needed
Develop and maintain strong working knowledge of SendCutSend capabilities, materials, processes, and guidelines
Identify recurring customer questions, issues, or knowledge gaps and communicate them to the appropriate Phone Support leadership
Resolve technical questions and order issues that arise during production, escalating issues appropriately when they fall outside established processes or areas of expertise
Consistently meet established quality, productivity, documentation, and customer service expectations

Minimum Qualifications

Minimum 1 year of experience in a customer service, technical support, manufacturing, fabrication, or similar environment
Strong verbal and written communication skills in English
Comfortable providing live customer support by phone in a fast-paced environment
Ability to explain technical information and processes clearly to customers with varying levels of experience
Ability to learn and apply SendCutSend processes, capabilities, materials, manufacturing guidelines, and support procedures
Ability to use established processes, resources, and guidelines to resolve customer issues accurately and consistently
Comfortable using multiple computer systems and learning proprietary software
Strong organizational and documentation skills, with the ability to accurately record customer interactions and follow-up requirements
Ability to work independently, manage competing priorities, and remain productive in a remote environment with minimal supervision
Ability to maintain a professional, patient, and solution-focused approach when working with customers in challenging situations
Able to work a shift Monday- Friday from 8:00 am to 5:00 pm in the PST time zone or 5:00 am to 2:00 pm in the PST time zone

Preferred Qualifications

Experience providing customer support by phone in a high-volume or fast-paced environment
Experience in manufacturing, fabrication, CNC, sheet metal, laser cutting, waterjet, or other related production environments
Experience reading or interpreting technical drawings, specifications, or CAD files
Familiarity with CAD software or common file types used in manufacturing
Experience working in a remote or distributed team environment

Essential Physical Requirements

Employee must establish and maintain a dedicated, safe, confidential, and ergonomic home workspace.
Ability to sit and work at a computer for extended periods of time.
Ability to use a computer, phone, and other standard office equipment for remote work.

Work Environment

This role is a work from home position in a fast paced, collaborative environment that requires consistent communication, organization, and coordination across multiple remote teams.

Benefits