Job Description

Company Overview

xTool is a leader in laser engraving and cutting technology, celebrated for its innovative products for small businesses and creative enthusiasts. With users in 62+ countries, we’ve enabled the creation of more than 30 million projects globally. Founded on a passion for innovation, xTool is driven by a mission to simplify the creative journey. xTool platform empowers everyone—from home crafters to small business owners—by combining cutting-edge technology with user-friendly design. At xTool, creativity knows no limits. With relentless innovation, we’re committed to bringing the joy of creation to more people. Create. Innovate. Inspire.

Position Summary:

xTool is looking for an experienced and results-driven Customer Success manager to lead and enhance our global after-sales service operations. This role is critical in building a robust after-sales service system, collaborating with international teams, and ensuring exceptional customer satisfaction. The ideal candidate will bring expertise in managing global service networks, developing strong partnerships with service providers, and driving operational excellence.As the Customer Service Manager, you will oversee the end-to-end customer service process, optimize after-sales workflows, and implement strategies to improve service quality and efficiency. This role requires strong organizational skills, effective communication, and a collaborative mindset to work across teams and regions. Proficiency in Chinese is preferred, as is the ability to adapt to a dynamic, multilingual environment. A readiness for extensive travel and a passion for tackling challenges are essential to succeed in this position.

Job Responsibilities:

Develop after-sales service strategies by understanding local customer needs and aligning with regional regulations and company standards. This includes creating policies and processes for online services, repair services, spare parts, and warehouse management.
Plan and establish after-sales service centers in the U.S., building strong service capabilities and managing third-party service providers to ensure high-quality support.
Continuously improve service delivery quality through performance evaluations, process optimization, and empowering team members, with a focus on achieving high customer satisfaction.
Lead customer experience management initiatives by analyzing customer feedback (VOC) to identify trends and pain points, and collaborating with internal teams to enhance the end-to-end customer journey.
Oversee and optimize logistics and supply chain management, ensuring timely and cost-effective delivery to meet customer needs.
Regularly analyze customer feedback (VOC) to identify trends and issues, providing timely feedback to relevant departments and ensuring follow-ups to enhance the customer experience.
Optimize operations and implement financial controls to ensure compliance, reduce costs, and improve operational efficiency.
Oversee the daily operations of customer support, ensuring timely and effective resolution of customer inquiries, complaints, and escalations.
Collaborate with internal teams such as product, sales, and engineering to address recurring customer issues and integrate feedback into product improvements.
Track and analyze key performance metrics, including response times and customer satisfaction scores, to identify areas for improvement and implement strategic solutions.
Design and implement training programs to enhance the skills and performance of the customer service team, ensuring a high standard of support delivery.
Prepare and present regular reports on customer service performance, feedback, and operational improvements to senior management.

Job Requirements:

Proven experience in building and managing after-sales service systems, including overseas collaboration and coordination.
Chinese proficiency is preferred, along with the ability to excel in a multilingual environment and a readiness for extended and frequent travel.
5+ years of global after-sales operations management experience, with a strong understanding of international markets.
Strong attention to detail, with excellent organizational skills and logical thinking.
Exceptional adaptability, communication, and coordination abilities to manage dynamic challenges.
Demonstrated ability to work under pressure, with a proactive attitude toward embracing new challenges and innovations.
A strong team player with a collaborative mindset, capable of leading and supporting cross-functional teams effectively.

Why Join Us at xTool?

At xTool, you’ll work in a dynamic environment with teams who are genuinely passionate about advancing creativity and education. We thrive on innovation and believe in making a real difference.
Your work at xTool will empower creators and educators worldwide, influencing millions of projects and shaping the future of learning and making. Together, we’re redefining creativity and education while driving meaningful change in communities across the globe.
Joining xTool means becoming part of a community that values your skills and ideas. You’ll have the opportunity to grow in a supportive, fast-paced environment where your contributions truly matter and help shape the future of technology and innovation.

Work Location: Mountain View, CA

On-site: The job requires 100% on-site presence during business hours.Benefits: