Customer Support Specialist - Remote Eligible

Customer Support Specialist

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

We are looking for a Customer Support Specialist who will strengthen our Operations and Customer Service team. The ultimate goal of this role is to manage customer inquiries efficiently, provide solutions to issues, and ensure a smooth experience for our clients throughout their interactions with Xometry.

Responsibilities

• Handle incoming customer calls, emails, and messages promptly and professionally.
• Solve customer issues directly or escalate to the relevant internal teams when necessary.
• Maintain accurate documentation in internal CRM and support systems.
• Track customer requests, follow up on pending issues, and ensure timely resolution.
• Collaborate with internal teams to support process improvements and problem-solving.
• Contribute to the continuous enhancement of customer service quality.
• Achieve results and meet service-level expectations despite challenges.

A Successful Candidate

• Primary requirement: Speaks fluently and conducts business correspondence (at level of B2 or higher) in English and German.
• At least 1 year of relevant experience in customer service, call center, or client-facing roles.
• Experience working with international clients, preferably UK customers, is a plus.
• Problem-solving skills and ability to handle unexpected situations.
• Willingness to work in a fast-growing business environment.
• Comfortable with digital tools and internal systems for managing customer interactions.
• Has a comfortable workplace with stable internet access and the ability to participate in conference calls (position is 100% home office).

Working Conditions

• Remote full-time job.
• Fixed monthly rate depending on career level.
• Annual bonus.
• Paid overtime possible if needed.
• Corporate laptop provided.
• Free corporate language courses (English).
• Service Agreement.

Team Spirit and Company Culture

• We work in an open, friendly, and trusting environment that welcomes initiative.
• Everyone in the Xometry team is ready to help and support in challenging times.
• We celebrate victories together and value each individual's contribution.

Development Opportunities

• Fast-growing company with new tasks and challenges regularly.
• Opportunities to develop skills and progress in your career.

We Care

• Ongoing well-being activities for employees.
• Charity projects worldwide.

Flexibility

• Our speed and adaptability allow us to achieve outstanding results.
• Flexible processes and planning help us respond effectively to changing conditions.

Onboarding

• Well-structured onboarding plan for new employees combining process, technology, and systems training.

Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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