Customer Phone Support Agent I

SendCutSend

. Serve as a primary point of contact for customers by phone throughout the customer and order lifecycle .

Posted 11/6/2026full-timeRemote • United StatesJunior💰 $26 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service and technical support capabilities, with the ability to effectively communicate technical information and resolve issues in a fast-paced environment. Proficient in understanding manufacturing processes and customer requirements while maintaining accurate documentation and collaboration with internal teams.

Highest-signal resume keywords

Customer Service ExperienceTechnical Support SkillsManufacturing KnowledgeStrong Communication SkillsOrganizational Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportManufacturing ProcessesOrder ManagementTechnical Drawing InterpretationCNC KnowledgeLaser CuttingWaterjet CuttingDocumentation SkillsProblem ResolutionCustomer Interaction Management

Soft Skills

Verbal CommunicationWritten CommunicationSolution-Focused ApproachOrganizational SkillsIndependence

Tools & Technologies

Proprietary SoftwareComputer SystemsCAD SoftwareOffice Equipment

Industry Keywords

Customer SupportFabricationManufacturingTechnical GuidanceRemote Work

About the role

Key responsibilities & impact

Serve as a primary point of contact for customers by phone throughout the customer and order lifecycle
Provide timely and accurate assistance with technical and manufacturing questions
Recommend materials and processes and provide clear technical guidance
Review customer drawings, specifications, and requirements for alignment with production capabilities
Resolve customer issues within established processes and approval guidelines, escalating as appropriate
Maintain ownership of customer interactions through resolution or escalation
Clearly communicate next steps and expectations
Document customer interactions accurately in internal systems
Collaborate with Customer Support and internal teams on customer questions and order issues
Develop and maintain knowledge of SendCutSend capabilities, materials, processes, and guidelines
Identify recurring customer questions, issues, or knowledge gaps and communicate them to Phone Support leadership
Resolve technical questions and order issues arising during production
Meet quality, productivity, documentation, and customer service expectations
Perform other assigned duties during periods of low inbound call volume

Requirements

What you’ll need

Minimum 1 year of experience in a customer service, technical support, manufacturing, fabrication, or similar environment
Strong verbal and written communication skills in English
Comfortable providing live customer support by phone in a fast-paced environment
Ability to explain technical information and processes clearly to customers with varying levels of experience
Ability to learn and apply SendCutSend processes, capabilities, materials, manufacturing guidelines, and support procedures
Ability to use established processes, resources, and guidelines to resolve customer issues accurately and consistently
Comfortable using multiple computer systems and learning proprietary software
Strong organizational and documentation skills, with the ability to accurately record customer interactions and follow-up requirements
Ability to work independently, manage competing priorities, and remain productive in a remote environment with minimal supervision
Ability to maintain a professional, patient, and solution-focused approach when working with customers in challenging situations
Able to work a shift Monday-Friday from 8:00 am to 5:00 pm in the PST time zone or 5:00 am to 2:00 pm in the PST time zone
Preferred: Experience providing customer support by phone in a high-volume or fast-paced environment
Preferred: Experience in manufacturing, fabrication, CNC, sheet metal, laser cutting, waterjet, or other related production environments
Preferred: Experience reading or interpreting technical drawings, specifications, or CAD files
Preferred: Familiarity with CAD software or common file types used in manufacturing
Preferred: Experience working in a remote or distributed team environment
Dedicated, safe, confidential, and ergonomic home workspace
Ability to sit and work at a computer for extended periods
Ability to use a computer, phone, and other standard office equipment for remote work

Benefits

Comp & perks

Health, Vision & Dental Insurance
401(k) match up to 4%
Paid time off
6 Company-Paid Holidays
Tuition Reimbursement
Paid Parental Leave
Short-Term Disability
Monthly Internet Stipend
Employee Discounts!