We’re Hiring! Community & Customer Success Manager

Ponoko is looking for a Community Manager to lead our growing community of product designers

You can’t imagine anything better than working with an innovative industry pioneer, leading an online community of 100,000+ product designers making and selling their custom products online.

You’re a natural communicator who delights customers all day long by delivering a highly empathetic, top quality and timely customer service experience.

You will answer questions regarding our services, help our customers successfully prepare their design files to make their product ideas real, and liaise with our production team to ensure on-time delivery of quality custom products.

This is a great opportunity for a recent communications or arts graduate, designer or maker to immerse into the world of custom product design and online digital making. And to be the ‘customer’s voice’ at our innovative and creative business, renown for over the top customer service.

Ponoko was the first to help designers make and sell their products online, enabling them to make a living from their creativity. We’re one of the world’s leading companies in the online digital making industry, and have been featured in places like The Wall Street Journal, The New York Times, USA Today, CNN Money, Inc. Magazine (cover), Forbes, Wired, Core77, TechCrunch, Makezine, MIT Technology Review, BBC News and The Economist.

Key Duties
• Manage our community of designers and inspire creative opportunities.
• Answer inbound email (and some phone) questions relating to customer orders, design file preparation, materials and our service generally.
• Interact with our community through various channels – email, social media, in person at events.
• Inspire customers through timely and creative resolution of their enquiries.
• Coordinate order fulfillment and customer happiness with the production team.
• Delight customers with the unexpected, and put a smile on their faces.

• Report to the Chief Executive.
• Manage the customer service team.

Key Qualifications
• 2-3 years in customer service / customer success / community management.
• Impeccable verbal and written communication skills.
• Thrives in situations where electronic communication is the primary medium.
• Happy, empathetic, calm and professional when assisting customers.
• Proactive. Detail oriented. Process driven. All three.
• Likes to lead and enjoys working independently.
• Effective at multi­tasking and prioritizing the daily rush of tasks.
• Vector design skills with Adobe Illustrator, Inkscape and Coreldraw.
• Current authorization to work in the United States on a full­time basis.

Other Qualifications We Love But Don’t Require

• Designing for digital fabrication.
• Experience with laser cutting.
• Managing others towards a goal.
• 3D modeling with Solidworks, 123D, Inventor, Blender, SketchUp, Rhino, Meshlab, and Netfabb.

• Market salary.
• Unlimited paid time off.
• Run your own ship.
• Employee rates on laser cutting your own stuff.
• Stock options.

To Apply
Introduce yourself and send your resume and examples of your customer interaction work or writing to derek [at] ponoko [dot] com.

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