Supervisor, Customer & Partner Care

Xometry

КомпанияXometry
АдресLexington, KY

Описание

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.

The CPC Supervisor leads both our contact center and our order processing teams, combining people leadership with hands-on ownership of daily queue health. You will coach and motivate agents who handle customer inquiries, and you will keep Purchase Order (PO) processing timely, accurate, and free of backlog.

Reporting to the Senior Manager, CPC Operations, you will be a key driver of consistent team coverage, strong customer satisfaction, and continuous operational improvement. A primary focus is minimizing stalled POs and reducing queue backlogs while building a team that is capable, engaged, and accountable.

How You Will Contribute

Lead and develop the team

Hire, train, and onboard contact center and order processing agents, and support cross-training to build a more agile, self-sufficient team
Set clear expectations for contact center objectives, performance standards, and company policies, and ensure every team member understands them
Coach agents through documented 1:1 sessions covering QA results, volume and handle-time metrics, and development goals; deliver corrective action when needed

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Supervisor, Customer & Partner Care

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