Supervisor, Customer & Partner Care

The role

You will lead the contact center and order processing teams, coaching agents who handle customer inquiries. You will keep Purchase Order processing timely and accurate, and reduce stalled POs and queue backlogs.

What you will do

• Hire, train and onboard contact center and order processing agents
• Coach agents through documented 1:1 sessions on QA results, metrics and development goals
• Lead team standups to align on goals and surface blockers
• Oversee daily health of designated Salesforce queues and PO processing
• Monitor agent activity and volume in real time
• Maintain visibility into stalled POs and escalate when needed
• Provide leadership with scheduled stalled PO reports
• Complete regular QA reviews and monthly agent performance scorecards
• Maintain consistency with SOPs and help refine workflows
• Partner with other supervisors and management on coverage and rollover causes

Required qualifications

• 5+ years of experience in a call center or customer service environment
• 2+ years of experience supervising a team
• Proven experience managing high-volume operational workflows
• Familiarity with Purchase Orders, SOPs and queue management
• Strong proficiency with computers, software applications and phone systems
• Exceptional written and verbal communication skills
• Analytical judgment to identify risk and solve operational problems
• Ability to motivate, train and lead a team to meet performance standards
• Bachelors Degree or equivalent

Nice to have

• Salesforce experience
• Further education in management

Before you apply

• For US based roles, the employer participates in E-Verify and requires Form I-9 information after a job offer is accepted

About the company

Xometry (NASDAQ: XMTR) connects people with ideas to manufacturers who can produce them. Its digital marketplace gives manufacturers resources to grow and makes global manufacturing capacity accessible to buyers at Fortune 1000 companies.