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Formlabs is seeking an experienced Head of Customer Service to lead and manage a customer support team of 10-15 agents. The company builds 3D printing technology used by over 50,000 industry leaders worldwide, including Apple, Google, Tesla, New Balance, and NASA.
In this role, you will directly manage a team supporting customers via email, phone, and chat. You'll be responsible for fostering team development, maintaining high performance standards, and driving continuous improvement in both customer experience and team efficiency. Key responsibilities include ensuring KPIs and deadlines are met, performing data analysis to identify performance trends, and managing resource allocation to maintain adequate customer coverage. You'll also lead the team through organizational changes and identify opportunities to enhance operational efficiency.
Formlabs operates a hybrid work model from their Budapest office, offering catered lunches three days per week, private health insurance with hospital coverage, public transportation passes, company equity (the company is a double unicorn), free beverages and snacks, sports pass allowance, free 3D prints, and development opportunities both in-house and off-site.
Requirements:
- 2+ years of experience leading teams in a customer support environment
- Fluency in English and one of: German, Italian, or French
- Proven track record of managing high-performing teams
- Strong written and verbal empathetic communication skills
- Data analysis skills (preferably Google Sheets and dashboards)
- High school degree or equivalent
Bonus skills:
- Technical support experience
- Engineering-related background
- Prior experience as a first-line customer agent
- B2B support experience
- Passion for 3D printing and emerging technologies
- Experience in fast-growing startup environments
