Supervisor, Customer & Partner Care

Hire, train, and onboard contact center and order processing agents, and support cross-training to build a more agile, self-sufficient team

Set clear expectations for contact center objectives, performance standards, and company policies, and ensure every team member understands them

Coach agents through documented 1:1 sessions covering QA results, volume and handle-time metrics, and development goals; deliver corrective action when needed

Facilitate team standups to align on goals, surface blockers, and promote shared ownership of key metrics

Lead by example in building a culture of diversity, inclusion, and respect

Oversee the day-to-day health of designated Salesforce queues, ensuring timely, accurate processing while mitigating operational risk

Monitor agent Omnichannel activity and volume in real time, and reinforce benchmarks set by leadership

Maintain full visibility into stalled POs: verify stall reasons, escalate when necessary, and reinforce proactive outreach to eliminate avoidable delays

Provide leadership with scheduled stalled PO reports and clear updates on key blockers and escalated cases

Step into the queue and process POs directly when SLAs are at risk or volume surges

Oversee call, email, and chat handling to ensure a high level of customer service and satisfaction

Uphold consistency with SOPs, documentation standards, and intake practices through periodic checks

Complete regular QA reviews and partner with QA and leadership on monthly agent performance scorecards

Contribute to internal reference materials, including Confluence training guides and SOPs, as workflows evolve

Identify friction points in the PO and customer support lifecycle through stalled case reviews and escalations, and help refine workflows that improve speed, accuracy, and clarity

Assess daily operations, identify strengths and opportunities, and implement strategies that retain customers

Foster a customer satisfaction culture by delivering value in every interaction

Partner with other supervisors in cross-shift syncs to review rollover causes and coverage plans

Work closely with management, Enablement, and QA to ensure a cohesive approach to customer support and agent development

Help maintain consistent shift coverage, including peak periods, holidays, and weekends as needed

5+ years of experience in a call center or customer service environment

2+ years of experience supervising a team

Proven experience managing high-volume operational workflows with strong attention to detail

Familiarity with Purchase Orders, SOPs, and queue management expectations

Strong proficiency with technology, including computers, software applications, and phone systems (Salesforce experience a plus)

Exceptional written and verbal communication skills, with the ability to guide team members clearly and professionally

Analytical judgment to identify risk, troubleshoot breakdowns, and solve operational problems with structured thinking

Ability to motivate, train, and lead a team to meet performance standards

Dependable presence during core shift hours and readiness to support weekends, holidays, and peak volume periods

Bachelors Degree or equivalent; further education in management preferred

Analytical, efficient, and thorough, and composed and courteous under pressure, particularly during peak hours

A leadership approach grounded in consistency, follow-through, and professional accountability

Strong organization, with the ability to follow through on open issues and reinforce standards across a team

Commitment to continuous improvement, knowledge sharing, and workflow optimization

Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.