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
Own daily queue and PO operations
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
Drive quality and continuous improvement
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
Collaborate and maintain coverage
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
What You Bring To Xometry
Required
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
Education
Bachelors Degree or equivalent; further education in management preferred
Leadership style and disposition
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.
