Customer Support Lead

Lead the Customer Experience function, owning the end-to-end customer experience — from proactive customer engagement and onboarding to hands-on technical resolution. Work closely with global distributors, provide documentation and training, and ensure smooth operation for RMAs, CSWs, and all distributor/customer led repairs.

Requirements

• Previous experience leading highly effective customer support teams in a technical product environment.
• Strong customer mindset and ability to deliver reliable, thoughtful support in every interaction.
• Excellent problem solving ability and ability to simplify complex topics.
• Experience scaling a global and multi-product support team (nice to have).
• Familiarity with tools like Intercom, Asana, Gitbook, and NetSuite (nice to have).
• Experience implementing, training, and improving AI support tools (nice to have).
• Knowledge of the electronics design and fabrication industry (nice to have).
• Exposure to 3D printers, CNC machines, laser systems, or other gantry-based tools (nice to have).

Benefits

• Three weeks' vacation to start, plus a paid end-of-year company shutdown.
• Flexible work hours.
• Family-friendly work culture.
• Collaborative work environment.