Customer Support Coordinator

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

Working conditions

Are you passionate about creating exceptional customer experiences and skilled at identifying ways to enhance service quality? If you thrive in a fast-paced environment and have a keen eye for detail, the Customer Support Coordinator role at Xometry could be your next career step! In this role, you'll be essential in ensuring our customers and partners have a consistently positive experience by monitoring service channels and proactively addressing potential service challenges.

Functional responsibilities

Key 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.
  
  

Qualifications:

• 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.
• Experience in manufacturing or a technology-driven company is preferable.
  
  

Language Skills

Fluent English (C1) required

Country of location

Remote

Holiday calendar

USA holidays

TZ: 8:30am - 5pm PT

Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.