Manager, Customer Success Frontline
Glowforge is a manufacturer of laser 3D printers intended to offer printing services on a wide range of materials. Based in Seattle, Glowforge is a young American company that boasts the largest crowdfunding campaign in history. The company’s printers utilize software and sensors to cut, engrave, and shape complex designs from raw materials like wood, leather, acrylic and even cardboard.
- Managing People: You’ll lead and mentor a caring, passionate team.
- Analyzing: You’ll keep your finger on the day to day pulse of issues affecting customers. You’ll allocate staff where they can make the biggest impact and ensure that nothing falls through the cracks. You’ll build reports and use data to project staffing needs and spot emerging trends.
- Driving innovation & implementation: You’ll notice where we’re inefficient or mediocre and point out areas of opportunity. You’ll participate in crafting solutions and then rollout improvements.
- Taking care of customers: When customers need an extra bit of support or an experienced leader to ensure their issue is handled, you’ll take ownership of the situation and get them back on track.
- You have at least five years of experience in customer service or technical support, including at least 2 years of management experience. You also have a four-year degree or equivalent experience.
- You are a skilled mentor, adept at nurturing junior team members to hone their skills and develop new ones.
- You have led teams providing service by email, chat, or forums.
- You excel at planning staffing and team performance based on expected volumes and at evaluating data to understand needs and develop solutions.
- You have proven troubleshooting methodologies and experience with designing, repairing or supporting a technical product.
It would be nice if…
- Have worked at a small company like a tech startup and are experienced at scaling teams, systems, and processes.
- Have experience working from home and leading remote teams
- You love making things – knitting, woodworking, 3D printing, furniture building – it doesn’t matter what.