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Director of Customer Support (MakerBot)

Stratasys Ltd

This is a Full-time position in New York, NY posted February 23, 2021.

MakerBot is looking for an experienced and process driven Director of Customer Support to oversee MakerBot’s global support operations. The Director of Customer Support is directly responsible for all aspects of customer support in North America, and works with regional offices to define and implement international solutions and global strategy.

The Director of Customer Support main responsibilities are to manage the cost of supporting customers whilst ensuring high customer satisfaction. In this role, you will manage a high volume team fielding hundreds of phone calls, emails, and live chats daily. You will track and analyze new and emerging issues. Define the strategy of the company’s support structure and work collaboratively with other teams in the organization to improve on all aspects of the MakerBot customer experience.

The ideal candidate for this role should have a meticulous focus on customer satisfaction, a passion for learning new systems and products, a technical understanding to define new processes and the ability to lead a large team in a demanding environment.

As Director of Customer Support, you will:

  • Manage a team of customer support agents, managers, and project managers
  • Report on and monitor performance metrics, and develop strategies to improve where needed
  • Oversee customer support related business infrastructure, including aspects of the company’s CRM, ERP, and phone systems
  • Work cross-departmentally to report new and emerging issues to the engineering and product teams
  • Develop documentation, training materials, and messaging for customers and support team
  • Identify opportunities for self-support and curate content on MakerBot’s support website accordingly
  • Work with international branches of the business to construct global support options
  • Use data to define and improve business processes
  • Oversee team recruitment and training

Minimum Qualifications:

  • 5+ years of customer support experience
  • 2+ years of managerial experience
  • 2+ years project management experience
  • 3D printing experience
  • Familiarity with Salesforce, NetSuite, TalkDesk
  • Technical writing experience
  • A background in technical troubleshooting with hardware, software, and web-based products
  • A strategic outlook on CRM and ERP functionality with regards to customer support

Sometimes, it’s the little (virtual) things:

  • Weekly virtual, after-work yoga.
  • Access to 3D printers, of course, but also helpful people who love sharing their knowledge and expertise to help and teach you how to use them.

The compensation package includes health, dental, vision benefits, pre-tax benefits for transit, 401K matching, and three weeks of vacation.

This is a great opportunity to make a big impact in a unique industry working with amazing people.

MakerBot, a subsidiary of Stratasys Ltd. (Nasdaq: SSYS), is a global leader in the 3D printing industry. Founded in 2009 in Brooklyn, NY, MakerBot strives to redefine the standards for reliability and ease-of-use. Through this dedication, MakerBot has one of the largest install bases in the industry and also runs Thingiverse, the largest 3D printing community in the world. MakerBot’s connected 3D printing solutions address the wider needs of professionals and educators, evolving their ideas from inspiration to innovation.

MakerBot will provide reasonable accommodations for qualified individuals with disabilities. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. All offers of employment with MakerBot are contingent upon the successful passing of a background check.

MakerBot is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against for their race, color, religion, sex, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law. Please view Equal Employment Opportunity Posters provided by OFCCP here .