Head of Customer Service
Employer · Formlabs
Office and call centre supervisor
Department manager
Sales and marketing managerFull-timeTransportMealsBudapest
At Formlabs, we're building the tools that make it possible for anyone to bring their ideas to life, from cutting-edge products to life-saving medical devices. We are looking for an experienced and empowering leader with a customer satisfaction focus to join our team as our next Head of Customer Service.
Tasks
- Directly manage a team of 10-15 agents supporting customers via email, phone and chat.
- Support your team's development and maintain a high bar to drive continuous improvement, connection and culture.
- Ensure that KPIs, deadlines and all internal and external commitments are met.
- Identify opportunities to improve the customer experience and team efficiency.
- Perform data analysis for performance trends, leverage the data to scope project plans or solution proposals.
- Prioritize tasks and reallocate resources as needed, ensure adequate coverage to meet our customer commitments.
- Manage the team through change effectively.
Conditions & benefits
Hybrid workCatered lunch at the office3 days per weekPrivate health insuranceWith Medicare (Blue package + hospital coverage)Public transportation passA monthly or quarterly public transportation pass for BudapestShares in the companyWe're a double unicorn company!Free beverages and snacksAt the officeAll You Can Move sports passWith a monthly allowanceFree 3D printsInclusive, dog-friendly officeWith diverse and inspiring colleaguesDevelopment opportunitiesBoth in-house and off-siteFun team events
Requirements
- 2+ years of experience leading teams in a Customer Support environment
- Fluency in English and German/Italian/French
- 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