Regional Head of Customer Service (EMEA and APAC)

To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world. Our printers are used by Google, Tesla, Gillette, and New Balance, just to name a few.

Founded in Boston in 2011, and reaching unicorn status in 2018, Formlabs is now valued at 2Bn dollars and is one of the leading 3D printer manufacturers in the world. We opened our Budapest office to establish key Engineering and Business teams in the region. With a dynamically-growing team of 100+ dedicated people, we're building a company so diverse that we can tackle any challenge.

The primary goal of our Customer Service team is to give our users the best tools and an amazing experience. At Formlabs, that means answering every question – no matter how small – and providing the resources to enable our users to innovate and create.

If you are an experienced and empowering leader with a customer satisfaction focus, apply to join our team as our next Regional Head of Customer Service!

The Job:

• Development of a workforce that is capable of delivering industry leading customer support, including measurement of members’ performance and contributions, motivating them to succeed, identifying and addressing obstacles that prevent them from achieving their performance objectives, and addressing performance issues

• Management of the daily operations of the EMEA & APAC service delivery teams (direct, channel, enterprise/key account)

• Development of programs that empower our partners to serve our customers better

• Anticipating our partners’ support needs and proactively building a support framework

• Achievement of SLA targets and KPIs in service delivery

• Identification and implementation of opportunities to improve the customer experience and drive efficiency

• Maintaining accountability for the responsible use of Formlabs funds to support team engagement and to provide a customer experience that builds loyalty to the company

• Lead and contribute to Services, Customer team and Formlabs initiatives to improve and transform our business

You:

• 5+ years of experience leading large scale teams in a Customer Support environment

• Fluency in English

• Successful track record of managing high performing teams

• Strong written and verbal empathetic communication skills

• Data analysis skills (preferably Google Sheets + Dashboards)

• High School degree or equivalent

Bonus Skills:

• Technical support experience

• Fluency in another European language (German, French, Italian, Spanish)

• Engineering related experience

• Experience as a first line Customer Agent

• B2B support experience

• Passion for 3D printing and emerging technologies

• Experience in a fast-growing startup environment

We Offer:

• Catered lunch at the office 3 days per week

• Private health insurance with Medicover (Blue package + hospital coverage)

• A monthly or quarterly public transportation pass for Budapest

• Free beverages and snacks at the office

• All You Can Move sports pass with 7000 HUF monthly allowance

• Free 3D prints

• An inclusive, dog-friendly office with diverse and inspiring colleagues

• Development opportunities both in-house and off-site

We build amazing things. Come join us!

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.