Customer Support Manager

To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world. Our printers are used by Google, Tesla, Gillette, and New Balance, just to name a few.

Founded in Boston in 2011, Formlabs is now one of the leading 3D printer manufacturers in the world. We opened our Milwaukee office in the Historic Third Ward in September 2022 as a Sales & Customer Service center, supporting operations for the Americas.

The primary goal of our Customer Support team is to give our users the best tools and an amazing experience. At Formlabs, that means answering every question – no matter how small – and providing the resources to enable our users to innovate and create.

If you are an experienced and empowering leader with a customer satisfaction focus, apply to join our team as our next Customer Support Manager!

The Job:

• 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.
• Be a champion of change - build a culture of buy-in and excitement for company progress.

You:

• 2+ years of experience leading teams in a Customer Support environment (strong preference for technical troubleshooting or hardware support)
• Bachelor’s Degree or significant, relevant experience
• Successful track record of managing high performing teams
• Strong written and verbal empathetic communication skills
• Data analysis skills (preferably Google Sheets + Dashboards)

Bonus Skills:

• Experience as a first line Customer Support Agent, with progression into management roles
• B2B support experience
• Passion for 3D printing and emerging technologies
• Experience in a fast-growing startup environment

We Offer:

• Robust equity program to build future wealth through RSUs
• Comprehensive healthcare coverage (Medical, Dental, Vision)
• Low cost fund options in our 401K and access to advisors 
• Generous paid Parental Leave (up to 16 weeks)
• Tenure-based paid Sabbatical Leave (up to 6 weeks)
• Flexible Out of Office Plan – Take time when you need it
• On-site parking & pre-tax commuter benefits
• Healthy on-site lunches, snacks, beverages, & treats
• Regular sponsored professional development opportunities
• Many opt-in culture events across our diverse community
• And of course… unlimited 3D prints

We are an equal opportunity employer and value diversity in our company.  We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  

Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.