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Senior Manager, Product Support Specialists

Carbon

Carbon

Product, Customer Service
United States
Posted on Thursday, July 27, 2023
Carbon is looking for a Senior Manager to manage the Product Support Specialist Team. The Product Support team works to ensure that customers love us and love our products. We are held accountable to ensure customers are successful and their experience with Carbon is positive. The Customer Support team advocates for their customers, following up and managing all matters related to their customers’ needs, as well as ensuring successful adoption and utilization of Carbon products. This team is expected to listen carefully, learn quickly, respond promptly and anticipate customer needs across a broad spectrum of industries. This team also needs to delight and support their customers while efficiently balancing all of their customers’ needs. Carbon is a dynamic work environment and this role will need to be flexible and adapt to a dynamic business with ever-changing needs and priorities.
We are open to a hybrid or remote situation for the right candidate. We are looking for an individual who is a quick learner, passionate about helping customers adopt new technology, and focused on helping our customers be successful with Digital Light Synthesis (DLS). The ideal candidate shall hire, develop, and build a strong and talented team. He/She shall build and maintain strong, long-lasting customer relationships.

You will:

  • Create and maintain a culture to meet or exceed customer expectations on response quality, timeliness, and overall customer experience for a regional customer support team
  • Establish and refine training processes for onboarding new support team members as well as keeping current team members up to date on technical changes
  • Assist with high-severity requests or issue escalations as needed
  • Work with other support team managers to ensure a consistent customer support experience globally
  • Set strategic direction for support organization to efficiently manage growing install base while maintaining high levels of customer satisfaction
  • Proactively propose process changes and product improvements based on voice of the customer and aggregate data on key improvements in order to make the Carbon experience better
  • Liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions, with a specific focus on working with the sales and onboarding teams
  • Clearly communicate the state of support and progress on initiatives to internal and external stakeholders
  • Have excellent listening and presentation skills, including the ability to present technical information to key stakeholders and decision-makers
  • Be a tech-savvy individual with the ability to quickly and effectively learn DLS technology as well as complex hardware, software, and materials concepts

You have:

  • Demonstrated ability to build and manage a global team
  • Experience defining, monitoring and making decisions from operational metrics
  • Excellent customer-facing/interpersonal skills
  • The ability to learn customer specific solutions and train customers on technical subjects in order to adopt our technology and be successful with our products
  • Excellent verbal and written communications skills, including working with customers in-person, over the phone, and through email, presenting technical concepts, and communicating to senior leadership
  • Experience troubleshooting complex problems
  • Proven ability to manage multiple projects at a time while paying strict attention to detail
  • 8+ years of relevant experience, with a focus on managing a customer support team
  • The ability to be flexible with a dynamic, growing company
  • The ability to travel up to 15% of the time

Desired Qualifications:

  • BA/BS degree or equivalent, prefer degree in engineering or other technical areas
  • Experience in a technical service or customer support role
  • Experience with DLP, SLA, or FDM 3D printing technologies
  • Experience working in a small company
  • Language skills preferred - Spanish, German, or Mandarin
You do not need to match every listed expectation to apply for this position. Here at Carbon, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and
skills.
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