Head of Customer Experience & Service (Hybrid)

Formlabs; United States; Hybrid; USD 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Hybrid work

Private health insurance

Public transit pass

Stock options

Free beverages and snacks

3D printing

Dog-friendly office

Learning & development

Team events

Zusammenfassung

Formlabs is seeking a Head of Customer Service to lead a 10-15 person team delivering emails, phone and chat support. You will drive development, sustain a high-performance culture, and ensure KPIs and commitments are met.

The role blends people leadership with data-informed decision making to enhance the customer experience. The ideal candidate has 2+ years of team leadership in customer support, fluency in English and at least one of German/Italian/French, and strong written and verbal

Qualifikationen

• 2+ years of experience leading teams in a Customer Support environment.
• Fluency in English and German/Italian/French.
• Strong written and verbal empathetic communication skills.
• Data analysis skills (preferably Google Sheets + Dashboards).
• High School degree or equivalent.

Aufgaben

• 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.

Kenntnisse

Team leadership

Customer support

Data analysis

Empathetic communication

Google Sheets

Ausbildung

High School diploma

Tools

Google Sheets

Dashboards

Jobbeschreibung

Formlabs is seeking a Head of Customer Service to lead a 10-15 person team delivering emails, phone and chat support. You will drive development, sustain a high-performance culture, and ensure KPIs and commitments are met.

The role blends people leadership with data-informed decision making to enhance the customer experience. The ideal candidate has 2+ years of team leadership in customer support, fluency in English and at least one of German/Italian/French, and strong written and verbal