CUSTOMER SUPPORT/CUSTOMER SUCCESS MANAGER
Re:3d Inc
Customer Support/Customer Success Manager
Austin's coolest 3D printing start-up, re:3D (re3d.org) is seeking a multi-talented Customer Support/Customer Success manager. As the User Experience Lead you must have a love for 3D printing and community interaction. You will be responsible for replying to customer issues in a timely manner using Zendesk, taking low volume customer calls, and bi-monthly reporting to the engineering team. You'll work to create proactive solutions for customer success such as maintaining/creating content for our forum, updating/consolidating documentation, and brainstorming new and creative ways of supporting our community. You will also be willing to travel to give training and complete on-site repairs for our customers.
Responsibilities
- Reply to customer issues using Zendesk
- Take low volume customer calls
- Bi-monthly reporting to the engineering team
- Maintain/create content for the forum
- Update/consolidate documentation
- Brainstorm new and creative ways of supporting the community
- Travel to give training and complete on-site repairs for customers
Qualifications
- At least 2 years of experience with 3D printing and a general love for additive manufacturing
- 2+ years of experience in customer support
- Experience creating or maintaining community forums
- Demonstrated attention to detail and ability to craft clear, concise emails to support customers
- Strong technical/engineering/science background and able to provide writing samples if selected for an interview
- Ability to travel up to 2-3 times a month
- A flexible attitude and the capability to work under pressure
- Good communication; can identify customer trends and work with engineering and other departments to create new proactive solutions
- Loves people, building community, and problem-solving!
- Provide 2-3 references
- Can self-educate and communicate clearly
- Willing to learn, and to teach us a few things
- Has an interest in expanding 3D printing knowledge
- Able to work from our Austin office
Bonus
- Experience creating documentation
- Experience using Zendesk as a customer support platform
Employment Terms
- Type: Full-Time
- Compensation: Negotiable
Vacancy posted 3 days ago
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