Customer Success Representative

Hi there! We’re looking for an empathetic teammate with strong written & oral communication skills to join our Customer Success team.

--- The Company & Product ---
Mosaic is a venture-backed 3D printing technology company. Our goal is to bring 3D printing to the factory floor by reducing the Total Cost per Print hour, and introducing the first scalable solution for polymer based 3D printing.

We entered the industry eight years ago with a goal to become the go-to solution for multi-material 3D printing. Today, we’re the most widely adopted multi-material 3D printing technology. Our team recently introduced Array and Element, allowing us to bring 3D printing to the factory floor.

Watch our Virtual Product Launch here: https://www.youtube.com/watch?v=6iWrXbD0f9w

--- The Role ---
Customer Success is critical to Mosaic’s long-term success. It’s more than customer support. It’s proactive, not reactive. Our CS mandate is to ensure all customers have delightful interactions when speaking with our company, and using our products. These interactions include, among other things:

• purchasing
• shipping
• setup
• calibration
• printing
• troubleshooting

Here’s what our customers say about us:

• “THIS is great customer support. Found the problem and solved it in under 2 hours!” (https://twitter.com/flowalistik/status/898262414881247232)
• “Pretty much the nicest, genuine company/people I've ever done business with.” (https://facebook.com/groups/130130450956865/permalink/132506230719287/)
• “I’ve never had service like [Mosaic’s]” (https://i.gyazo.com/d3a5916e108b5307fa47e16a700595e6.png)
• “...but the real value is the support that mosaic manafacturing is about. if you dont understand something and post your question on mosaic manafacturing fb page. [...] i always got an answer to my emails. most of the time after office hours. no that is just awesome . that shows a lot of love for customers” (https://i.gyazo.com/5d03683dd66287a159f124a2f2e2ca3a.png)
• More at http://mm3d.co/testimonials

In this role, you would be:

• helping customers who run into issues when using our 3D printing products and software
• helping coordinate shipments and invoices with customers and resellers of our product
• getting hands-on experience with 3D printing technology
• answering inquiries from various customer channels, including email, Drift, and social media pages/groups
• sculpting genuine e-mails to users and prospective customers to create great customer experiences
• tracking inventory, maintaining support resources, and invoicing
• booking travel and accomodation for Deployment Team and Account Managers
• working mostly remotely, but would also work at our offices occasionally to assist with shipping/CS related inquiries and printing.

Thousands of our products are currently being used in over 60 countries across the globe. We’re continuing to sell Palette 3s, and we want to make sure our customers have exceptional experiences as we begin to ship Array and Element units. We aspire to be professional but relatable, and we genuinely care about our customers; when their projects succeed, we do too.

--- Top candidates for this role probably… ---

• have good oral and written communication skills (including grammar, using active verb tenses, etc.)
• would enjoy crafting a tech company’s voice and personality
• appreciate well-designed systems and learning about new technologies

--- You’ll probably think about... ---

• how to work with the engineering, manufacturing, and quality control teams to update/revise processes to minimize customer frustrations
• how to make the entire customer experience more simple
• how we can get customers to fall in love with printing with our products
• please include something like "Hi, I actually read the post!" at the top of your note if you're applying
• how to grow and support Mosaic community
• how to make interactions with customers more serendipitous and delightful
• anticipating customers’ needs/wants, and proactively taking action to meet these needs/wants

--- After 12 months on the job, you can expect to have: ---

• contributed to the team that eliminated major limitations from one of the most innovative industries in the world, and witnessed the direct impact of this achievement
• gained first-hand experience at a rapidly scaling technology startup, and learned a plethora of entrepreneurial skills during the process
• built a network of top-tier engineers (mechanical, mechatronics, firmware, software), business people, advisors, industry experts, etc.
• learned the ins and outs of how some of the world’s largest companies systems work (e.g. how Amazon buys, stocks, and fulfills units; how DHL invoicing & shipping rates work)

--- Links: ---

• Palette Coverage from Adam Savage’s Tested.com: http://youtu.be/uecY5ikWdCI
• A reddit post about a Palette print: http://redd.it/4ttx40 (this post shows a little bit about how we interact with customers); more at our Mosaic user group on Facebook at http://mm3d.co/fb
• Questions? Drop us a line! [email protected] (Jonny Yeu) or [email protected] (our Support Team).