Xometry Customer Support Specialist

At Xometry, innovation meets execution. By connecting big ideas with the manufacturers who can bring them to life, Xometry is powering the industries of today and tomorrow. Through its digital marketplace, manufacturers gain access to the tools and opportunities they need to grow, while global brands can tap into manufacturing capacity quickly and efficiently.

We’re looking for a Customer Support Specialist who brings energy, curiosity, and a passion for delivering exceptional service. You’ll support customers across a diverse range of industries, from aerospace and automotive to medical devices and advanced manufacturing, playing a key role in helping ideas become reality.

As a central point of contact, you’ll handle customer enquiries and order-related support with confidence and care. Whether you’re solving problems, providing updates, or guiding customers through their journey, you’ll ensure every interaction is timely, accurate, and leaves a lasting positive impression.

In this role, no two days are the same. You’ll support customers and partners across phone, chat, and email, using your problem-solving skills to resolve queries quickly and effectively.

From managing support tickets and providing timely updates, to gathering insights that help improve the overall experience, you’ll play a key role in keeping everything running smoothly.

You’ll work closely with internal teams, escalate where needed, and continuously look for smart, practical solutions that meet customer needs while delivering against key service and quality standards.

Our typical shift pattern involves: 40 hours within the week, between 7 AM and 11 PM, Monday to Sunday, on a rotational basis.

Please note. This position is based at our site in the Port of Spain, Trinidad & Tobago.

As part of #theAteam, you’ll receive full training and support to be the voice of our client’s brand. So, there’s no room for average.

Your role can include, but isn’t limited to:

• Serve customers and partners via phone, chat, and email by providing effective communication, troubleshooting, advocacy, and timely resolution of inquiries.
• Research and resolve customer issues quickly and accurately, escalating complex matters to the Leadership team when necessary.
• Manage and maintain the support queue by monitoring ticket levels, cleaning up tickets, and obtaining required information to resolve customer inquiries efficiently.
• Provide regular and timely updates to customers and relevant internal teams on the status of pending support tickets.
• Collect, organize, and communicate customer feedback to appropriate internal stakeholders to support business improvement. Meet or exceed established service level metrics, including contact center KPIs, NPS scores, quality assurance standards, and schedule adherence.
• Develop alternative solutions that mitigate risk while continuing to meet customer and partner needs.
• Proactively identify customer friction points and contribute continuous improvement ideas to enhance the customer and employee experience.
• Support and demonstrate Xometry’s Core Values while contributing to the company’s culture, strategic vision, and organizational goals.
• Maintain a strong focus on personal development by completing all assigned training, applying continuous improvement methodologies, and actively working on a personal development plan to address skill gaps.

We believe that happy people keep people happy, so we’re looking for people who have excellent interpersonal skills and strong analytical skills as you will be expected to deal with a range of customer queries.

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• Minimum of five (5) CXC passes, including Mathematics and English A.
• 2–3 years of experience supporting customers in a high-volume, service-driven environment, such as customer support, collections, contact centres, or telemarketing.
• Demonstrated ability to support customers across complex workflows, including order management, issue resolution, timelines, and service expectations.
• Strong interest in, or aptitude for learning about, manufacturing processes, supply chains, and digital marketplaces serving industrial and B2B customers.
• Comfortable working with ticketing systems, CRMs, or support queues, ensuring accurate documentation, prioritization, and timely resolution of customer inquiries.
• Proven ability to meet or exceed performance metrics such as response times, quality standards, customer satisfaction (CSAT/NPS), and schedule adherence.
• Ability to adapt quickly in a fast-paced, data-driven, and continuously evolving environment, adjusting communication style based on customer needs and situations.
• Excellent verbal and written communication skills, with the ability to explain technical or process-driven information in a clear, customer-friendly manner.
• Strong problem-solving skills, with a customer-first mindset and the ability to propose alternative solutions that balance customer needs with operational constraints.
• High level of organization, attention to detail, and ability to multitask while maintaining quality and accuracy.
• Willingness to continuously learn and grow, including completing product, process, and industry training related to Xometry’s marketplace and manufacturing partners.

• Full training & support.
• Well-being with Ky (onsite counselling).
• Free gym membership to Sky Gym*.
• Sick Pay*.
• Health insurance*.
• 24/7 Employee Assistance Programme & Wellness Hub.
• Birthday holiday (after 3 consecutive months of employment). 
• Nationwide retail discounts via Medicare*.
• 'Refer a Friend' scheme.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• Regular fun team-building sessions.
• A diverse & inclusive working environment.

*available post 6-month probationary period.

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance.

We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best.

We’ll tell you all about it during your interview!