Customer Success Specialist
Seattle, WA - Full-timeApply to this Job
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 exceptionally 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. This is a full-time role in Seattle, and we're 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 living growing platform that includes hardware, cloud-based software, a catalog of designs, and a community of very gifted makers exploring the limits of what they can do with their Glowforge printer.
We want our customers to be delighted, and sometimes they run into a difficulty and need a little help. You’re one of the keys to their success, whether you're finding a lost shipment, making sure a refund processes promptly, or sharing tips and tricks for how to get the most out of their exciting new Glowforge. You’ll clear away barriers, so they can make amazing creations and share with their friends. You will be the difference between them walking away frustrated or coming away informed and delighted to use their Glowforge for years to come!
Here's what you'll be doing
Finding the solution. You'll understand the customer's question and be creative and tenacious in finding a solution. Why hasn't that package arrived? How can the customer make the vision in their head a real Glowforge print? Why didn't the money transfer? Will the design work well in Proofgrade Plywood?
Communicating elegantly. You’ll respond to our customer’s complex questions with easy-to-understand answers by phone, chat, and email.
Articulating your message. You’ll create knowledge and process documents that are used by the team internally and self-service articles that get our customers back on track.
Building. You’ll be paying attention to what our customers are thrilled and bothered by, and you’ll lead projects to develop our systems, policies, and processes to help the rest of the team learn and grow, too.
Breathing. You’ll keep a positive disposition and level head even during the worst of times - like late on a holiday when a customer is rightfully upset because something is broken, and you’re the only one they have to talk to about it.
You need these qualifications
- You have a four-year degree or equivalent experience.
- You have at least two years of experience solving customer service challenges for customers over the phone and/or chat
- You’re adept at asking questions to clearly understand customer needs and narrow down possible solutions.
- You write well, communicate clearly, and listen like a champion.
It would be nice if...
- Your motto is “I can fix that!” You are the person family and friends go to for answers when their technology isn’t working.
- You have experience working with 3D printers, CNC mills, laser cutter/engravers, or other fabrication technology as well as design software.
- You love making things - knitting, woodworking, 3D printing, furniture building - it doesn’t matter what.
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 email@example.com. We'd love to have you join us.