Customer Service Representative 2 (Remote) Glowforge

At Glowforge, we help people bring home the future and make it their own. Our printer uses a laser to carve and engrave products from raw materials like wood, leather, acrylic – even cardboard. Take a look and see for yourself.

We build magical products to delight our customers, and we do it while taking care of each other. We hire people who are outstanding at what they do, who thrive in tight-knit teams, and who want to make things that make a difference.

Together, we’ve built a product we’re incredibly proud of, and the reward has been incredible growth.

We work together because we believe in the power of creativity. We believe we can bring about a future where anyone can print anything.

We’d love to have you join us.

Why we need you

The Customer Success team’s unofficial motto is, “We have the BEST customers”. They’re remarkable and creative and amazing. When they experience a challenge, they come to us expecting us to make it right, and we shape not only whether or not they succeed but also how they feel about Glowforge. Our company will succeed or fail based on the experience we deliver.

We’re facing dynamic growth, and customers ask new questions every day. We have a phenomenal team answering questions, but sometimes there are too many questions or the questions are newly arising. We need your ability to learn, your emotional intelligence, your patience and your flexibility so that we can take care of our customers.

Because of you, customers will receive excellent responses quickly! While they may start frustrated or confused, you’ll leave our customers warmly supported and glowing with delight.

Here’s what you’ll be doing

You’re going to instruct people about Glowforge and you’ll answer questions and resolve challenges related to customers accounts, shipments, and returns.

You’ll start by communicating with customers through email, and will expand to chat & phone. We’ll give you access to a knowledge base of answers and ideas, and you’ll draw on that resource and your excellent people-skills to provide a great response to each customer who reaches out.

Discovering. You’ll ask savvy questions to make sure you understand customer needs and challenges, and you’ll communicate across the organization as needed to deliver customer solutions.

Supporting: When things get tricky or customers need an extra bit of help with a thorny issue, you’ll take ownership of the problem and find a solution. You’ll look after each customer, whether they’re expressing anger, worry, or excitement.

Flexing: Your resourcefulness will allow you to become skilled in many topics and to apply those skills as needs shift. You’ll flex your focus from simple to sophisticated, and across all the areas of Customer Service.

You need these qualifications

  • You care about people.
  • You see people’s frustration as an opportunity to help, and you love finding solutions to customer challenges.
  • You have a bachelor’s degree, or equivalent experience.
  • Have 2+ years of experience providing customer service in writing or over the phone.
  • You’re adept at asking questions to clearly understand customer needs and narrow down possible solutions.

It would be nice if you…

  • Are excellent at written communication and have provided support by email, chat or community forum
  • Have experience working from home with geographically distributed teams
  • Are personally passionate about what Glowforge is building
  • Love making things – knitting, woodworking, 3D printing, furniture building – it doesn’t matter what.

Send us a resume or Linkedin link. And please, include a cover letter that tells us what you’re excited about doing with us!

One more, very important thing: we are an equal opportunity employer and value diversity at our company. We’re strongly committed to providing equal employment opportunity for all employees and all applicants for employment. For us, this is the only acceptable way to do business.