FN - Customer Service & Operations Specialist

Department: Form Now
Location: Billerica, MA

About Formlabs:

Do you want to change how the world creates?

At Formlabs, we’re building the tools that make it possible for anyone to bring their ideas to life, from cutting-edge products to life-saving medical devices. Our 3D printing technology powers innovation at more than 50,000 industry leaders worldwide, including Apple, Google, Tesla, New Balance, and NASA. Together, we’re helping everyone design, prototype, and manufacture faster than ever before.

We’re a team of hands-on builders, engineers, and innovators reinventing how the world makes physical things. If you’re ready to shape the future of fabrication, come build it with us.

Summary

We’re looking for an organized, systems-minded Customer Service & Operations Specialist to serve as the primary point of contact for our customers and the engine behind our order management workflows. In this role, you will own customer communication across phone, email, and live chat, ensuring every interaction is seamless. You will spend the majority of your time navigating our internal order management systems, processing requests, and resolving account issues. As supporting pieces of the role, you will also assist with general office administration and assist with physical order packing when needed.

Role Description

As a Customer Service & Operations Specialist, your main objective is to provide elite front-line support and maintain impeccable data inside our order systems. You will handle everything from tracking inquiries and order modifications to technical billing questions with speed and clarity. Beyond daily communication and system management, you will keep the office running smoothly by handling assorted administrative tasks. While we have dedicated workflows for logistics, you will occasionally roll up your sleeves to assist with packing and shipping during peak times or to cross-train. This is a full-time, hourly role for a tech-savvy communicator who thrives on organization and digital problem-solving.

Responsibilities

• Customer Communication: Deliver empathetic, efficient, and accurate support to customers via phone, email, and live chat.
• Systems & Order Management: Manage the daily digital order queue, processing modifications, cancellations, returns, and tracking updates within our software.
• Office Administration: Provide general administrative support, including managing office correspondence, ordering supplies, and helping coordinate team logistics.
• Fulfillment Support: Assist with physical picking, packing, and shipping of customer orders on an as-needed basis during peak periods or staff shortages.
• Cross-Functional Collaboration: Partner with production and operations leadership to flag order anomalies, system bugs, or recurring customer feedback.
• Data Integrity: Maintain accurate, organized information, customer profiles, and documentation histories within our reporting, helpdesk, and ERP tools.

Requirements

• Prior experience in digital customer service, helpdesk support, account coordination, or office administration.
• Highly tech-savvy with a proven ability to quickly master complex software, order management systems, and helpdesk tools (e.g., Zendesk, Shopify, HubSpot, or similar).
• Exceptional written and verbal communication skills; comfortable seamlessly switching between phone conversations and live chat queues.
• Strong organizational skills and an eye for detail—you notice the small discrepancies in a digital order file before they cause a real-world problem.
• A proactive, self-starting mindset capable of balancing daily communication queues with ongoing administrative tasks.
• Experience with 3d printing, or other forms of on-demand manufacturing are a plus

Work Environment and Physical Demands

• Primarily a standard office and desk environment utilizing computers and phone systems.
• Occasional movement, standing, and lifting (up to 30 pounds) when assisting with office inventory or physical fulfillment support.

Perks & Benefits

• Comprehensive Healthcare Benefits through UMR (United Healthcare Provider Network)
• Vision and Dental included
• FSA/HSA options
• PTO accrual starting on day one—up to 3 weeks (120 hours) per year
• Commuter Benefits
• Fertility Benefits and Parental Leave
• Fitness and Wellness Perks
• Financial Planning and 401(k)
• Free lunch 3x/week and snacks always stocked
• Unlimited 3D printing for personal use

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Even if you don’t meet every requirement, we encourage you to apply. We’re building a team of people who take pride in their work and want to be part of something exciting.

To all recruitment agencies: Form Now does not accept agency resumes. Please do not send resumes to our jobs email, employees, or any company location. We are not responsible for fees related to unsolicited resumes, which will be treated as company property.

To all recruitment agencies: Formlabs does not accept agency resumes. Please do not forward resumes to our jobs alias, Formlabs employees or any other company location. Formlabs is not responsible for any fees related to unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly.