Customer Support Manager

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SendCutSend

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🏭 Manufacturing

🏪 Marketplace

🔧 Hardware

💰 $1k Pre Seed Round - SendCutSend.com on 2018-11

Manufacturing • Marketplace • Hardware

SendCutSend is an American on-demand manufacturing company that provides fast, custom fabrication services for parts and prototypes. They offer laser cutting, waterjet cutting, CNC routing and machining, bending, finishing (anodizing, plating, powder coating), tapping, hardware insertion and related services across a large materials catalog. Customers can upload CAD files or use templates/parts builder for instant pricing, order expedited production and ship finished parts; the company also operates a marketplace for selling finished designs and serves both hobbyists and industrial clients.

📋 Description

• Oversee daily Customer Support operations and ensure coverage, responsiveness, and service levels • Manage team performance, attendance, scheduling, expectations, accountability, and support-channel coverage • Coach, provide feedback to, and support supervisors and team leads • Identify recurring customer issues and operational gaps, determine root causes, develop solutions, and escalate key issues and recommendations to the Director • Collaborate with Production to resolve manufacturability, order accuracy, and job-status issues • Maintain alignment between Customer Support and Production for efficient issue resolution • Implement processes, tools, and workflows introduced by the Director of Customer Support • Reinforce training standards, identify skill gaps, and ensure team members can perform effectively • Provide regular updates to the Director on team performance, challenges, and improvement opportunities

🎯 Requirements

• 3–5+ years of experience in customer support, customer service, or a related field • 2+ years of experience in a leadership role managing team leads, supervisors, or frontline support staff • Experience in a fast-paced, high-volume support environment • Ability to hold team members accountable while maintaining a positive and productive team environment • Strong communication skills for escalating issues and providing actionable feedback to leadership • Familiarity with ticketing systems, CRM platforms, Intercom, VOIP systems, or similar technologies • Ability to interpret support metrics and performance data • Strong organizational skills and ability to manage multiple priorities and shifting demands • Comfort operating in a rapidly changing environment with evolving processes and priorities • High ownership mindset with strong follow-through and accountability • Ability to sit and work at a computer for extended periods • Ability to use a computer, phone, and standard office equipment for remote work • Ability to communicate effectively through video conferencing, phone, chat, and other remote collaboration tools • Access to a quiet, private, distraction-free workspace at home • Ability to maintain reliable, high-speed internet • Preferred: experience in manufacturing or production-focused environments • Preferred: experience with Intercom or similar customer support platforms • Preferred: experience working with Operations, Production, Engineering, or technical teams • Preferred: experience using customer support data and reporting to improve performance and customer experience

🏖️ Benefits

• Work from home position • Remote collaboration environment • Dedicated quiet, private, distraction-free workspace at home • Reliable, high-speed internet connection capable of supporting phone calls, video conferencing, and company software • Salary of $85,000–$105,000 annually