Customer Success Advocate - 3D Printing Support

Formlabs; Milwaukee (WI); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

RSUs equity program

Healthcare coverage (Medical, Dental,…

401K matching

Parental Leave

Sabbatical Leave

Flexible Out of Office Plan

On-site Parking

Healthy on-site lunches

Professional development opportunities

Culture events

Unlimited 3D prints

Job summary

Formlabs in Milwaukee is seeking a customer service professional to handle cases via email and phone, resolving issues and guiding customers to successful printing.

You will respond within SLAs, log contacts, provide technical support, and coordinate parts dispatch while collaborating with services peers. The role emphasizes empathy, clear communication, and ongoing product knowledge with equity compensation and strong benefits.

Qualifications

• 1+ years of customer service experience (contact center, field services) or hardware support.
• High School degree or equivalent.
• Strong written and verbal empathetic communication skills.

Responsibilities

• Accept and work on customer cases through multiple channels, including email and phone conversations with our customers.
• Respond within the published Service Level Agreements.
• Log all contacts in cases and provide technical support, diagnosis, and customer education to keep printing and machines working.
• Dispatch replacement parts, hardware, and software with instructions per guidelines.
• Collaborate with Services peers and Formlabs teams to be the voice of the customer on feedback.
• Learn our products and print for yourself and for customers.

Skills

Customer service

Empathetic communication

Education

High School diploma

Job description

Formlabs in Milwaukee is seeking a customer service professional to handle cases via email and phone, resolving issues and guiding customers to successful printing.

You will respond within SLAs, log contacts, provide technical support, and coordinate parts dispatch while collaborating with services peers. The role emphasizes empathy, clear communication, and ongoing product knowledge with equity compensation and strong benefits.