Customer Service Specialist

Seattle, WA - Full-time

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At Glowforge, we help people bring home the future and make it their own. Our printer uses a laser to carve and engrave products from raw materials like wood, leather, acrylic – even cardboard. Take a look and see for yourself.

We build magical products to delight our customers, and we do it while taking care of each other. We hire people who are outstanding at what they do, who thrive in tight-knit teams, and who want to make things that make a difference.Together, we've built a product we're incredibly proud of, and the reward has been incredible growth. We work together because we believe in the power of creativity. We believe we can bring about a future where anyone can print anything.We'd love to have you join us.

This is a full-time role in Seattle, and we are happy to help new employees relocate to this wonderful city.

Why we need you

Glowforge isn’t just a beautiful piece of hardware, it’s a growing platform including hardware, cloud-based software, a catalog of designs, and a community of gifted makers exploring their limits.

You go through life with a desire to serve and a real capacity for solving problems and coaching others.

We want our customers to be delighted, and sometimes they hit a snag. That's where you come in -- you will be key to our customer's success, providing kindness and solutions whether you're finding a lost shipment, making sure a refund processes, or sharing tips for making things. You’ll clear away troubles so customers can make amazing creations and share with their friends. Because of you, they'll walk away passionate about Glowforge, and our team will become stronger and more capable.

Here's what you'll be doing

You will resolve customer challenges with creativity and tenaciousness. You'll listen, empathize, show patience, and problem-solve. You’ll work through email and chat and may expand to phone or whatever our customers need.

You'll mentor junior team members, helping them build skills and knowledge. You'll address today's customer challenge and also make it easy to handle in the future. You'll notice emerging patterns, write excellent reports, and team with colleagues across the company to develop solutions, then build internal documents as well as self-service articles for our customers.

You’ll watch what our customers are thrilled and bothered by, and you’ll lead projects and collaborate with colleagues to develop systems, policies, and processes.

You’ll keep a positive disposition and level head even during the worst of times when a customer is rightfully upset, and you’re the only one they have to talk to about it.

You need these qualifications

  • Six years of experience supporting customers (or an equivalent combination of experience and advanced education), including 2+ years providing superb customer support by email, chat, phone, or forum.
  • You’re adept at asking clarifying questions to understand customer needs and identify solutions.
  • You’re an empathetic listener and passionate advocate for customers.
  • Insight and ideas and you’ve made processes or policies better.

It would be nice if...

You have:

  • Experience working from home and leading projects with geographically distributed teammates.
  • Expertise in working with financial, shipping, or warranty issues, or instructing customers about a technical product.
  • Passion about what Glowforge is building
  • You love making things: knitting, 3D printing, furniture....

Send us a resume or Linkedin link. And please, include a cover letter that tells us what you’re excited about doing with us!

There's one more, very important thing. We are an equal opportunity employer. We search for amazing people of diverse backgrounds, experiences, abilities, and perspectives. We take care of each other to create an inclusive work environment where we love to come to work every day. We'd be happy to provide reasonable accommodations to help you apply - just email us at jobs@glowforge.com. We hope you can join us.

Have questions? Email us. Or check out the rest of the current openings.

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