Head of Customer Service
Budapest, Hungary · 2+ years experience · Full-time · Hybrid · Posted Oct 17, 2026
At a glance
- Experience
- 2+ years experience
- Employment
- Full-time
- Workplace
- Hybrid
- Location
- Budapest, Hungary
About the role
- Formlabs is seeking a Head of Customer Service to directly manage a team of 10-15 agents supporting customers via email, phone, and chat.
- The primary goal of the Customer Services team is to give users the best tools and an amazing experience by answering questions and providing resources.
Responsibilities
- Directly manage a team of 10-15 agents supporting customers via email, phone and chat.
- Support your team’s development and maintain a high bar to drive continuous improvement, connection and culture.
- Ensure that KPIs, deadlines and all internal and external commitments are met.
- Identify opportunities to improve the customer experience and team efficiency.
- Perform data analysis for performance trends, leverage the data to scope project plans or solution proposals.
- Prioritize tasks and reallocate resources as needed, ensure adequate coverage to meet our customer commitments.
- Manage the team through change effectively.
Requirements
- 2+ years of experience leading teams in a Customer Support environment
- Fluency in English and German/Italian/French
- Successful track record of managing high performing teams
- Strong written and verbal empathetic communication skills
- Data analysis skills (preferably Google Sheets + Dashboards)
- High School degree or equivalent
Preferred qualifications
- Technical support experience
- Engineering related experience
- Experience as a first line Customer Agent
- B2B support experience
- Passion for 3D printing and emerging technologies
- Experience in a fast-growing startup environment
Benefits
- Catered lunch at the office 3 days per week
- Private health insurance with Medicare (Blue package + hospital coverage)
- A monthly or quarterly public transportation pass for Budapest
- Shares in the company
- Free beverages and snacks at the office
- All You Can Move sports pass with a monthly allowance
- Free 3D prints
- Development opportunities both in-house and off-site
- Fun team events
Workplace
- Hybrid work
- Inclusive, dog-friendly office in Budapest, Hungary
Skills
- Google Sheets
