[Remote] Technical Customer Support Agent

Note: The job is a remote job and is open to candidates in USA. SendCutSend is an on-demand manufacturing company specializing in custom sheet metal and CNC machining. The Technical Customer Support Agent will be the primary point of contact for customers, guiding them through inquiries and order completion while ensuring clear communication throughout the production lifecycle.

Responsibilities

• Review customer drawings, specifications, and requirements to recommend materials, processes, and product options
• Generate accurate pricing and quotes using internal systems
• Identify manufacturability concerns and suggest alternatives that improve cost, lead time, or production outcomes
• Maintain proactive and clear communication with customers via phone, email, and chat, providing updates, resolving issues, and setting clear expectations
• Provide real time technical guidance over the phone, including reviewing manufacturability questions and helping customers make informed decisions
• Document customer interactions accurately within internal systems to ensure seamless follow through and visibility across teams
• Partner closely with on site production teams to ensure customer objectives are understood and executed correctly
• Develop strong knowledge of SendCutSend capabilities, materials, and processes
• Support internal teams by resolving technical questions or order issues that arise during production

Skills

• Minimum 1 year of experience in a manufacturing or fabrication environment
• Ability to read and interpret technical drawings and specifications
• Strong verbal and written communication skills in English
• Comfortable providing live customer support via phone in a fast-paced environment
• Ability to explain technical manufacturing concepts clearly to customers with varying levels of experience
• Comfortable using computer systems and learning proprietary software
• Ability to work independently in a remote environment with minimal supervision
• Experience reviewing CAD files or working with CNC or sheet metal processes
• Experience in customer support, e-commerce, or retail environments
• Familiarity with quoting systems or order management software

Benefits

• Medical, Dental, & Vision coverage
• Paid holidays + PTO
• 401K with company match
• Tuition reimbursement
• Paid parental leave
• Short-term disability
• Monthly internet stipend
• Employee discount on parts

Company Overview