Head of Customer Service & Support, Glowforge
3D laser printers
Job no longer available
3D laser printers
101-200 employees
Job no longer available
101-200 employees
Company mission
Glowforge's mission is to empower anyone to print anything.
Role
Who you are
- You have at least 10 years of experience leading Customer Success organizations (i.e., both technical and support agents), plus a bachelor's degree or equivalent experience
- You’ve built customer service organizations that are efficient and beloved
- You have successfully onboarded an outsourced customer service team
- Your past team members found you to be inspiring, efficient, and helpful, and would love to work for you again
- You’re renowned for your integrity, ability to motivate, flexibility, and writing strong executive summaries and proposals
- You have experience supporting consumer products
Desirable
- You have worked at a startup and/or a hardware company
- You have working knowledge of common customer data platforms, sources, tools (i.e. Tableau, NetSuite, Shopify, etc)
- You have a passion for making things
What the job involves
- As the Head of our Customer Success team, you'll play a crucial role in delivering our promise of an experience that is as easy as it is delightful
- As part of the Glowforge leadership, you set team goals, decide on key customer-centered initiatives, and bring these to life with your team
- You'll leverage data for key insights and relentlessly pursue performance and operational excellence to deliver the highest quality of service
- Plus, you lead the way in building a strong and diverse team, fostering a supportive environment
- Defining team goals and customer-focused strategies in collaboration with senior leadership
- Identifying trends and insights from historical data to inform strategy
- Nurturing a high-performing team of technical, service, and customer experience leaders
- Facilitating data-driven decisions that correspond with our growth and customer needs
- Finding and onboarding an outsourcing partner who can help us extend our hours and support coverage
Our take
Awareness of the potential of 3D printing has grown rapidly over the last decade, with artists, hobbyists, and designers benefitting greatly from the technology's limitless creative boundaries. However, 3D printers are still being innovated upon and therefore many existing models are already outdated, showing a demand for a modernized 3D printer for consumers.
Glowforge develops 3D laser printers for consumers, allowing them to cut, engrave, and score hundreds of materials for art and design projects. The technology features cutting-edge features such as an engraving resolution of 1,000 DPI and camera-enabled 3D autofocus, with the software running entirely in an easy-to-use web application.
Whilst the company will certainly face competition from other 3D printer developers, Glowforge has recognized the limitations users face with outdated features and limited material compatibility, providing a more modernized and flexible solution. Through this approach, the company hopes to increase access to 3D printing whilst ensuring that users’ designs are never limited by the technology itself. Series E funding of $20 million was awarded to Glowforge in 2023, ensuring that its technology can continue innovating the 3D printing space.
Steph
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2023
$20m
SERIES E
Jun 2022
$43m
SERIES E
Total funding: $133.2m
Company benefits
- Pay well and fairly - We start with research-based salaries that ensure everyone’s pay is fair and well above market. Even better, we don’t make you negotiate for the best offe
- 6 weeks to recharge - Unplug with 20 days of vacation, plus 10 holidays that you can take whenever fits the way you celebrate. That means you can choose to observe the holidays that matter most to you, rather than the holidays that the company mandates
- Health insurance - We pay your premium for outstanding physical and mental health, dental, and more. We have full telehealth alternatives for both doctor visits and therapy. We also recognize that not all insurance works for all people, so we published our plan on the internet
- A company of owners - Everyone here builds value together, and when we succeed, we share in the results. Every full-time role comes with a generous stock option grant
- Take care - We provide wellness, bereavement, jury, parental leave, and more – your life is important and we make sure you have room to do right by yourself and those you care about
- Top-notch equipment - Whatever you need to be productive, we’ll provide – from a laptop and standing desk to a Haas VF-4 milling machine and leather dye
- Own a Glowforge - Borrow one indefinitely for free, or buy a Glowforge Pro and air filter of your own at an enormous employee discount
- Support and safety during the pandemic - We were among the first to switch to remote and are being cautious about our return. We have a budget for equipping your home office. Our COVID-19 response coordinator, Dr. Therese Seldon, is chartered with keeping us all safe
Company HQ
SODO, Seattle, WA
Leadership
Dan Shapiro
(CEO & Founder)Experience as CEO of Google Comparison Inc. CEO of Robot Turtles since 2013.
Mark Gosselin
(CTO)Co-founded Glowforge in 2014 as CTO.
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