Customer Service Specialist - Full Time

Opulo; Pittsburgh (Allegheny County); Hybrid; USD 40,000 - 50,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

Flexible PTO

Access to prototyping shop, machines,

Company events and socials

Impact on manufacturing

Annual base pay: $40,000–$50,000

Job summary

Opulo in Pittsburgh is seeking a customer service specialist to help customers assemble and operate their pick-and-place machine. You will monitor issues, provide solutions, and advise on hardware options while supporting a growing, mid-scale manufacturing solution.

You will work in a hybrid role, regularly in the Pittsburgh office, and become active in our community to improve products and service. 1+ year in hardware customer service is preferred.

Qualifications

• Experience working with hardware products and customer service.
• Able to explain technical concepts clearly.
• At least 1 year in customer service for hardware.

Responsibilities

• Assist customers with assembling or operating the machine.
• Explain shipping timelines and handle returns or refunds.
• Monitor field issues and advise on prioritization.
• Record and update issue status.
• Advise customers on hardware options.
• Generate and manage customer quotes.
• Engage with the Discord community to spot issues.
• Adapt to evolving startup environment.
• Maintain information per company standards.

Skills

CNC machines

Clear technical communication

Customer service (hardware)

Education

STEM degree

Tools

HubSpot

Zendesk

Shopify

WooCommerce

Job description

Overview

Our vision is to make it easy and accessible to manufacture a product. We are starting with a desktop Pick and Place machine, used to assemble electronic components onto circuit boards. Existing machines are expensive, require high‑pressure air, three‑phase power, and sometimes only accept job files on floppy disks. These machines were historically limited to large companies with factory space. Our design enables mid‑scale manufacturing, allowing anyone to do a production run in house before a factory contract.

Role Summary

This role is hybrid and requires you to be in our Pittsburgh, PA office on a regular basis. You will be responsible for customer service at Opulo, helping customers assemble and operate their pick‑and‑place machine, monitoring and tracking issues, providing solutions, and advising prospective customers on hardware options. It is a multi‑hatted position that will have significant impact on the company.

Core Responsibilities

• Help customers with questions regarding assembling or operating their machine
• Answer questions about shipping timelines, help process returns or refunds
• Monitor and track issues in the field and advise on prioritization
• Record and update issue status
• Help prospective customers determine the best hardware for their needs
• Generate and manage quotes for prospective customers
• Be active in our Discord community, spotting issues and identifying areas for improvement
• Adapt to an evolving work environment within a young company
• Resolve problems independently when appropriate
• Manage and record information according to company standards

Basic Qualifications

• Excited to work in a young, fast‑growing company where things are never boring
• Experience with any type of CNC machine (3D printer, laser cutter, CNC mill, etc.)
• Can communicate technical information clearly and concisely
• At least 1 year of customer service for a hardware product

Bonus Qualifications

• Experience with e‑commerce tools such as Shopify, WooCommerce, etc.
• Experience with CRM software like HubSpot or Zendesk
• Experience with electronics and related manufacturing processes
• STEM degree
• Knowledge of a foreign language (Chinese or German especially)

Perks and Benefits

• Comprehensive Health, Dental, and Vision insurance
• Flexible PTO plan
• Full access to our prototyping shop, machines, and video equipment
• Many opt‑in events and company socials
• Opportunity to have a significant impact on manufacturing
• Annual base pay range: $40,000–$50,000 USD

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.