Head of Customer Service

The role

You will manage a team of 10-15 agents supporting customers via email, phone and chat. You will drive continuous improvement, meet KPIs, and perform data analysis to improve customer experience and team efficiency.

What you will do

• 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

Required qualifications

• 2+ years of experience leading teams in a Customer Support environment
• Fluency in English and German/Italian/French
• Successful track record of managing high performing teams
• Strong written and verbal empathetic communication skills
• Data analysis skills
• High School degree or equivalent

Nice to have

• Technical support experience
• Engineering related experience
• Experience as a first line Customer Agent
• B2B support experience
• Passion for 3D printing and emerging technologies
• Experience in a fast-growing startup environment
• Google Sheets + Dashboards

Benefits

• Hybrid work
• Catered lunch at the office 3 days per week
• Private health insurance with Medicare (Blue package + hospital coverage)
• A monthly or quarterly public transportation pass for Budapest
• Shares in the company
• Free beverages and snacks at the office
• All You Can Move sports pass with a monthly allowance
• Free 3D prints
• An inclusive, dog-friendly office with diverse and inspiring colleagues
• Development opportunities both in-house and off-site
• Fun team events

About the company

Formlabs builds tools that make it possible for anyone to bring their ideas to life, from cutting-edge products to life-saving medical devices. Their 3D printing technology powers innovation at more than 50,000 industry leaders worldwide.