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Formlabs GmbH Logo Formlabs GmbH · -

Customer Experience Audit Specialist

Hungary, Budapest · Job Posted May 04, 2026
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Job Description

The Customer Experience Audit Specialist will support the end-to-end execution of Formlabs' global Customer Experience (CX) Audit program. This role assists in overseeing the operational health of Direct Sales and Channel Partner audits across AMER, EMEA, and APAC regions. You will help manage a high volume of recurring audits, support B2B mystery shopper simulations, and track issue resolution across the organization.

Job Responsibility

  • Coordinate the end-to-end delivery of annual mystery shopping audits across multiple continents and time zones
  • Source, onboard, and coordinate a global network of shoppers
  • Maintain operational infrastructure according to a defined quarterly roadmap
  • Apply grading systems to measure website accuracy and sales process performance
  • Manage AI-driven audit tools for reseller website checks and provide human oversight
  • Contribute to maintenance of the centralized Mystery Shopping Playbook
  • Track revenue-critical and accuracy issues
  • Support communication between Marketing and Customer Ops teams
  • Conduct excellent briefing and onboarding calls and day-to-day coordination for the shopper network

Requirements

  • 2+ years of experience in Marketing Operations, Customer Experience, or Project Coordination, preferably within a technical or B2B hardware environment
  • Ability to understand and discuss complex 3D printing technology to train shoppers effectively
  • High attention to detail with the ability to track multiple task ETAs and templates
  • Experience creating realistic professional personas and scenarios for technical sales audits
  • Ability to analyze audit scores to identify and bridge performance gaps

Nice to have

  • Passion for 3D printing and emerging technologies
  • Experience in a fast-growing startup environment

What we offer

  • Hybrid work
  • Catered lunch at the office 3 days per week
  • Private health insurance with Medicover (Blue package + hospital coverage)
  • A monthly or quarterly public transportation pass for Budapest
  • Shares in the company
  • Free beverages and snacks at the office
  • All You Can Move sports pass
  • Free 3D prints
  • An inclusive, dog-friendly office
  • Development opportunities both in-house and off-site
  • Fun team events
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