Customer Service & Operations Specialist

Role Description

We’re looking for an organized, systems-minded Customer Service & Operations Specialist to serve as the primary point of contact for our customers and the engine behind our order management workflows. In this role, you will own customer communication across phone, email, and live chat, ensuring every interaction is seamless. You will spend the majority of your time navigating our internal order management systems, processing requests, and resolving account issues. As supporting pieces of the role, you will also assist with general office administration and assist with physical order packing when needed.

Responsibilities

• Customer Communication: Deliver empathetic, efficient, and accurate support to customers via phone, email, and live chat.
• Systems & Order Management: Manage the daily digital order queue, processing modifications, cancellations, returns, and tracking updates within our software.
• Office Administration: Provide general administrative support, including managing office correspondence, ordering supplies, and helping coordinate team logistics.
• Fulfillment Support: Assist with physical picking, packing, and shipping of customer orders on an as-needed basis during peak periods or staff shortages.
• Cross-Functional Collaboration: Partner with production and operations leadership to flag order anomalies, system bugs, or recurring customer feedback.
• Data Integrity: Maintain accurate, organized information, customer profiles, and documentation histories within our reporting, helpdesk, and ERP tools.

Requirements

• Prior experience in digital customer service, helpdesk support, account coordination, or office administration.
• Highly tech-savvy with a proven ability to quickly master complex software, order management systems, and helpdesk tools (e.g., Zendesk, Shopify, HubSpot, or similar).
• Exceptional written and verbal communication skills; comfortable seamlessly switching between phone conversations and live chat queues.
• Strong organizational skills and an eye for detail—you notice the small discrepancies in a digital order file before they cause a real-world problem.
• A proactive, self-starting mindset capable of balancing daily communication queues with ongoing administrative tasks.
• Experience with 3d printing, or other forms of on-demand manufacturing are a plus

Work Environment and Physical Demands

Primarily a standard office and desk environment utilizing computers and phone systems. Occasional movement, standing, and lifting (up to 30 pounds) when assisting with office inventory or physical fulfillment support.

Perks & Benefits

• Comprehensive Healthcare Benefits through UMR (United Healthcare Provider Network)
• Vision and Dental included
• FSA/HSA options
• PTO accrual starting on day one—up to 3 weeks (120 hours) per year
• Commuter Benefits
• Fertility Benefits and Parental Leave
• Free lunch 3x/week and snacks always stocked
• Unlimited 3D printing for personal use

Equal Opportunity Employer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Compensation

At Formlabs, base pay is one part of our total compensation package and is determined within a range. Your base pay will depend on your skills, qualifications, experience, location and expected impact on the organization.