Remote Technical Customer Support Agent

Full-timeDescriptionAs a Technical Customer Support Agent, you will serve as the primary point of contact for customers across chat, email, and phone, guiding them from initial inquiry through order completion. You will review drawings and project requirements, recommend materials and processes, generate quotes, and provide clear communication throughout the production lifecycle. This role blends technical manufacturing expertise with responsive customer support and requires close collaboration with internal production teams to ensure accuracy, speed, and quality.Why SendCutSend?SendCutSend is an on-demand manufacturing company specializing in custom sheet metal and CNC machining. We serve more than 150,000 engineers, fabricators, and businesses across the U.S. and Canada. We operate out of six facilities located in Nevada, Kentucky, and Texas.Our business is built on reliability, accountability, quality, and constant improvement. Everyone here plays a real role in our success. We value people who are collaborative, innovative, and committed to detailed high-quality work. We're scaling fast and building the future of manufacturing. If you're excited to join the team and grow with us, we want to hear from you!What you'll doReview customer drawings, specifications, and requirements to recommend materials, processes, and product optionsGenerate accurate pricing and quotes using internal systemsIdentify manufacturability concerns and suggest alternatives that improve cost, lead time, or production outcomesMaintain proactive and clear communication with customers via phone, email, and chat, providing updates, resolving issues, and setting clear expectationsProvide real time technical guidance over the phone, including reviewing manufacturability questions and helping customers make informed decisionsDocument customer interactions accurately within internal systems to ensure seamless follow through and visibility across teamsPartner closely with on site production teams to ensure customer objectives are understood and executed correctlyDevelop strong knowledge of SendCutSend capabilities, materials, and processesSupport internal teams by resolving technical questions or order issues that arise during productionMinimum QualificationsMinimum 1 year of experience in a manufacturing or fabrication environmentAbility to read and interpret technical drawings and specificationsStrong verbal and written communication skills in EnglishComfortable providing live customer support via phone in a fast-paced environmentAbility to explain technical manufacturing concepts clearly to customers with varying levels of experienceComfortable using computer systems and learning proprietary softwareAbility to work independently in a remote environment with minimal supervisionPreferred QualificationsExperience reviewing CAD files or working with CNC or sheet metal processesExperience in customer support, e-commerce, or retail environmentsFamiliarity with quoting systems or order management softwareEssential Physical RequirementsEmployee must establish and maintain a dedicated, safe, confidential, and ergonomic home workspace.Ability to sit and work at a computer for extended periods of time.Ability to use a computer, phone, and other standard office equipment for remote work.Work EnvironmentThis role is a work from home position in a fast paced, collaborative environment that requires consistent communication, organization, and coordination across multiple remote teams.BenefitsMedical, Dental, & Vision coveragePaid holidays + PTO401K with company matchTuition reimbursementPaid parental leaveShort-term disabilityMonthly internet stipendEmployee discount on partsScheduleTuesday-Friday, 8:00 am-6:00pm PSTSalary Range:$25.00-$32.00/hourSalary Description$25.00-$32.00/hour