Head of Customer Service

About the role

Formlabs, a 3D printing technology company, is looking for an experienced, customer-focused leader to head its Customer Services team in Budapest. The team's main goal is to give users the best tools and an excellent experience by answering every question and providing the resources they need to innovate.

Key responsibilities

• Directly manage a team of 10-15 agents who support customers by email, phone and chat
• Support the team's development and maintain a high bar for continuous improvement, connection and culture
• Ensure KPIs, deadlines and internal and external commitments are met
• Identify opportunities to improve the customer experience and team efficiency
• Analyse performance data to scope project plans or solution proposals
• Prioritise tasks, reassign resources and ensure adequate coverage of customer commitments
• Manage the team through change effectively

Required profile

• 2+ years of experience leading teams in a customer support environment
• Fluency in English and German, Italian or French
• Proven track record of managing high-performing teams
• Strong written and verbal empathetic communication skills
• High school degree or equivalent

Required skills

• Data analysis, preferably with Google Sheets and dashboards
• Bonus: technical support, engineering-related, first-line agent or B2B support experience

What we offer

• Hybrid work
• Catered lunch at the office three days a week
• Private health insurance with Medicare (Blue package plus hospital coverage)
• Monthly or quarterly public transport pass for Budapest
• Company shares
• Free beverages and snacks, free 3D prints, sports pass with a monthly allowance
• Inclusive, dog-friendly office and development opportunities in-house and off-site