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 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 recruitment and training

As Director of Customer Support, you have:

• 5+ years of customer support experience
• 2+ years of managerial experience
• 2+ years project management experience
• A background in technical troubleshooting with hardware, software, and web based products
• An interest in delivering the best possible experience to current and prospective customers
• A strategic outlook on CRM and ERP functionality with regards to customer support
• Basic reporting and analytics experience. Microsoft Excel and PowerPoint
• The ability to learn on the fly
• A calm disposition
• Strong presentation, communication, and writing skills

Bonus qualifications:

• 3D printing experience
• Familiarity with Salesforce, Sage X3, Five9
• Technical writing experience

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 is an equal opportunity employer. We consider all applicants for all positions without regard to race, creed, color, religion, gender, national origin, age, disability, sexual orientation, marital status, status with regard public assistance, veteran status, or membership in any other legally protected class.