Customer Support Coordinator

Summary

Join Xometry as a Customer Support Coordinator and contribute to exceptional customer experiences. Monitor service channels, proactively address service challenges, and coordinate with internal teams for prompt resolutions. Maintain detailed records for service improvement analysis, assess customer sentiment, and escalate high-risk interactions. Organize cross-functional support for at-risk interactions, ensuring adherence to quality and safety protocols. Communicate trends, recommend service enhancements, and provide coaching to peers. This remote role offers a fast-paced environment and the opportunity to make a significant impact on customer satisfaction.

Requirements

• Thrives in a fast-paced environment with strong multitasking skills
• Familiarity with the principles of delivering a positive customer experience and a strong communicator
• Demonstrated ability to hold others accountable for timely actions, including managerial staff
• Exceptional customer service skills, with experience in de-escalating customer concerns
• Skilled in conveying customer needs to diverse teams and all organizational levels
• Fluent English (C1) required

Responsibilities

• Monitor service channels for select business units, identifying interactions that could lead to a negative customer experience
• Coordinate with internal teams to ensure prompt and positive resolutions
• Maintain detailed records, enabling trend analysis to drive continual service improvements
• Assess customer sentiment, escalating high-risk interactions to mitigate potential customer churn
• Organize cross-functional support to proactively address at-risk interactions
• Ensure adherence to Xometry’s quality and safety protocols in every service interaction
• Communicate observed trends and recommend enhancements to overall service quality
• Provide coaching to peers, offering actionable feedback on improving service interactions
• Perform other duties as assigned to support the team and enhance customer satisfaction

Preferred Qualifications

Experience in manufacturing or a technology-driven company is preferable

Benefits

Remote