Technical Customer Support Agent I

Job Description

Job Description

As a Technical Customer Support Agent I, you will serve as the primary point of contact for customers across chat, email, and phone, guiding them from initial inquiry through order completion. You will review drawings and project requirements, recommend materials and processes, generate quotes, and provide clear communication throughout the production lifecycle. This role blends technical manufacturing expertise with responsive customer support and requires close collaboration with internal production teams to ensure accuracy, speed, and quality.

Why SendCutSend?

SendCutSend is an on-demand manufacturing company specializing in custom sheet metal and CNC machining. We serve more than 150,000 engineers, fabricators, and businesses across the U.S. and Canada. We operate out of six facilities located in Nevada, Kentucky, and Texas.

Our business is built on reliability, accountability, quality, and constant improvement. Everyone here plays a real role in our success. We value people who are collaborative, innovative, and committed to detailed high-quality work. We’re scaling fast and building the future of manufacturing. If you’re excited to join the team and grow with us, we want to hear from you!

What you’ll do

• Review customer drawings, specifications, and requirements to recommend materials, processes, and product options
• Generate accurate pricing and quotes using internal systems
• Identify manufacturability concerns and suggest alternatives that improve cost, lead time, or production outcomes
• Maintain proactive and clear communication with customers via phone, email, and chat, providing updates, resolving issues, and setting clear expectations
• Provide real time technical guidance over the phone, including reviewing manufacturability questions and helping customers make informed decisions
• Document customer interactions accurately within internal systems to ensure seamless follow through and visibility across teams
• Partner closely with on site production teams to ensure customer objectives are understood and executed correctly
• Develop strong knowledge of SendCutSend capabilities, materials, and processes
• Support internal teams by resolving technical questions or order issues that arise during production
• Perform other related duties as assigned

Minimum Qualifications

• Minimum 1 year of experience in a manufacturing or fabrication environment
• Ability to read and interpret technical drawings and specifications
• Strong verbal and written communication skills in English
• Comfortable providing live customer support via phone in a fast-paced environment
• Ability to explain technical manufacturing concepts clearly to customers with varying levels of experience
• Comfortable using computer systems and learning proprietary software
• Ability to work independently in a remote environment with minimal supervision

Preferred Qualifications

• Experience reviewing CAD files or working with CNC or sheet metal processes
• Experience in customer support, e-commerce, or retail environments
• Familiarity with quoting systems or order management software 

Essential Physical Requirements

• Employee must establish and maintain a dedicated, safe, confidential, and ergonomic home workspace.
• Ability to sit and work at a computer for extended periods of time.
• Ability to use a computer, phone, and other standard office equipment for remote work.

Work Environment

• This role is a work from home position in a fast paced, collaborative environment that requires consistent communication, organization, and coordination across multiple remote teams.
• Shift Schedule: Tuesday - Friday, 8AM -6PM, Pacific Time. Please note: We welcome applicants from different time zones; however, the employee must work the listed shift hours in Pacific Time (PT). 

Benefits

• Health, Vision & Dental Insurance
• 401(k) match up to 4%
• Paid time off
• 6 Company-Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave
• Short-Term Disability
• Monthly Internet Stipend
• Employee Discounts!

Please Note: Applications will be reviewed beginning 9/23. We encourage interested candidates to apply as soon as possible as the position may close based on applicant volume.