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We have a part time Customer Success Manager role (developing into a full time role) for a maker / designer / hacker to support our customers to make their custom products online. And to help us change the world.
* You believe what we believe – that mass production is going local.
* You value what we value.
* You have a deep desire to help others make their own custom products. This will make it easy for you to smile, persevere and shine through the ups and downs our customer’s experience on their personal creative journeys, and the ups and downs we experience on ours.
* You are:
- A designer / maker / hacker. With the empathy and communication skills of a teacher.
- An expert in these design software apps, plus Meshlab and Netfabb.
- Experienced with laser cutters and 3D printers (both desktop and pro), with a practical understanding of the properties of these materials.
- A natural at online communication, familiar with Zendesk, Twitter and Facebook to reactively support customers online.
- Someone who works harmoniously with your team members to delight customers.
- Cool under extreme pressure, and radiate this with customers and your team members.
- A happy soul, empathetic, with an ‘excited’ online voice.
- Proactive. Detailed. Process driven. All three.
- Someone who likes to lead, and you enjoy working independently.
- Effective at multi tasking and prioritizing the daily rush of tasks that come in a startup.
- Someone who understands you get out of life what you put into it. And to change the world this means stepping forward and grabbing at responsibility.
ABOUT THE ROLE
You’ll be our voice to the world. You’ll be our customer’s voice to our team. You’ll support our customers to make their custom products online.
Your typical day includes:
* Achieving 2 key goals – quality and speed of service. Both measured and reported weekly.
* Responding to inbound chat, email and social media questions relating to customer orders, product design file preparation, materials selection, pricing and our service generally.
* Liaising with our production team to ensure on-time delivery of quality custom products.
* Delighting our customers with the unexpected, and putting a smile on their faces, particularly when all seemed lost.
* Attending 2 weekly meetings – one full team discussion about company and individual results, plus one support and production teams discussion about customer experience.
* Identifying problems with and improving our workflows to delight customers.
* As a bonus, creating or editing online help content for customers to help themselves.
* Freedom and independence to run your own ship.
* Feeling that your work day means something and makes a difference.
* Market salary.
* Unlimited paid time off.
* Employee rates on laser cutting your own stuff.
Dreamed up in 2006, Ponoko believes consumers of the future will download and make products at home (kinda like ‘digital Ikea’).
We foresaw the third industrial revolution (distributed digital mass production) growing out of the first and second industrial revolutions (centralised analog mass production).
Hence in 2007 Ponoko launched at the first TechCrunch conference and became the world’s first to enable designers to both make and sell their products online.
Since then a community of 125,000 makers, designers, hackers, brands and businesses have made over 400,000 custom products online. And they’ve sold them via our website, their websites, ETSY, Kickstarter, design events, and to main street retailers.
With free digital prototyping to get a design just right, no minimum order size to get started, and on-demand production available within 1 day to eliminate investment in stock, we’ve make it 10x faster than ever before for designers to prototype, make and sell their custom product ideas online.
Recognised as a pioneering leader of the online digital making industry, we 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.
Your appointment will enable us to continue to support our existing customers, and to hatch a new 3D printing initiative to transform our industry again.
Send an email to derek-at-ponoko-dot-com to introduce yourself, send your resume, and your answers to these 3 questions:
1) Why do you want this role?
2) What gaps might exist between what we need and what you have?
3) Why are you the best person for this role?
We’re looking forward to meeting you