Hotline Customer Service Representative

Bambu Lab is a technology-driven company specializing in 3D printing, developing high-performance printers and an integrated ecosystem. They are seeking a Hotline Customer Service Representative to be the first point of contact for customers, handling inquiries and providing support related to orders and product usage.

Responsibilities:

• Handle inbound customer inquiries via phone and live chat in a timely and professional manner
• Support customers with questions related to orders, delivery status, and product information
• Help customers with basic product usage, setup, and accessory questions
• Accurately log customer interactions and follow through on open issues, whether that means resolving them directly or escalating to the right team
• Represent our brand with friendliness and consistency across every customer touchpoint

Requirements:

• Handle inbound customer inquiries via phone and live chat in a timely and professional manner
• Support customers with questions related to orders, delivery status, and product information
• Help customers with basic product usage, setup, and accessory questions
• Accurately log customer interactions and follow through on open issues, whether that means resolving them directly or escalating to the right team
• Represent our brand with friendliness and consistency across every customer touchpoint
• Excellent English communication skills, both written and verbal
• Customer-first mindset with a strong sense of ownership and follow-through
• Reliable, organized, and able to manage multiple customer interactions without dropping the ball
• Structured thinker with sharp attention to detail — you catch things others miss
• Genuine curiosity about how products work; you're comfortable asking questions and figuring things out
• Mandarin Chinese proficiency is a plus — we serve a diverse customer base and Chinese-speaking candidates are strongly encouraged to apply
• Priority will be given to staffing arrangements in the following three cities: San Antonio, Texas; Bakersfield, California; and Columbus, Ohio