Cricut
Arts And Crafts
CustomerServiceTechnicalSupportRepresentative
Neural analysis suggests this role is
optimal for entry candidates.
“Customer Service Technical Support Representative at Cricut. Skills: Technical support, Customer service, Troubleshooting. Provide inbound customer support for Cricut® products, hardware, software, and services. Document, track, and escalate complex issues”
What You'll Achieve.
Deliver “world-class” service on every interaction; Ensuring excellence in every customer interaction; Effectively resolve member questions; Manage individual workload to ensure exceptional member satisfaction; Meet all performance standards, including service level agreements (SLA), handle time, quality, productivity, attendance, and professionalism metrics
Industry & Context.
Troubleshooting hardware and software technical issues; Offer thoughtful, creative solutions tailored to each unique situation
Weekend and holiday work may be required in the future, Required training is onsite daily for up to four weeks, Criminal Background Check upon hire, Participates in E-Verify
What They're Looking For.
Must Have
Intermediate knowledge of Windows and macOS with demonstrated experience troubleshooting hardware and software issues, Intermediate troubleshooting capability for iOS and Android phones and tablets, with proven experience resolving hardware and software issues, Ability to type accurately at 40+ words per minute, Competency diagnosing basic to intermediate technical issues involving software applications and user interfaces, Proven experience resolving customer issues, including inbound and/or outbound inquiries, returns, and de-escalation of escalated situations, Interpersonal skills and a commitment to delivering accurate information regarding Cricut® products and services, Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy, Demonstrated ownership of customer situations from initial contact through full resolution, Upper-intermediate to advanced spoken and written English (U. S. ) proficiency at a native or professional level (minimum B2 – Upper Intermediate or C1 – Advanced)
Nice to Have
Multilingual candidates proficient in English and French, and/or Spanish or Portuguese, Experience using Cricut® products, A passion for crafting
What You'll Do.
Provide inbound customer support for Cricut® products
and escalate complex issues
Respond to service tickets promptly
Accurately maintain data
Manage individual workload
Meet all performance standards
Educate members on additional products and services
Provide clear “how-to” guidance
Develop and demonstrate proficiency across all Cricut® products
Communicate technical concepts in a clear and simplified manner
professional tone of voice
How You'll Work.
Communication Scope
Communicate clearly and effectively with customers across all levels of technical proficiency; Communicate technical concepts in a clear and simplified manner
Full Job Description
Cricut® empowers people to make and personalize almost anything—from custom cards and apparel to everyday items and home décor. Our smart cutting machines, design apps, and materials make creativity easy and accessible for everyone. We believe everyone is born creative, and our mission is to put the power of handmade into the hands of all. With a passionate community of Makers around the world, Cricut helps turn inspiration into real, tangible creations—one project at a time. Let’s make. Cricut is looking for passionate crafters who are extremely comfortable with technology and love helping people. If that sounds like you, you might be the right candidate to join our Member Care Technical support team. This position is a local, fully in-office role requiring attendance five days per week. We are now accepting candidates to join our world-class Member Care Representative team located in South Jordan, Utah. We are primarily a call center with the potential for email and chat as appropriate. We are immediately hiring. * Work Schedule: In-office; Monday - Friday * Shift Schedule: 8-hour shift between 10:00am – 6:30pm * Depending on business volume, weekend and holiday work may be required in the future, with appropriate notice and compensation (where applicable). * Training Schedule: Required training is onsite daily, Monday - Friday 10am – 6:30pm for up to four weeks. Role Description: * A Member Care Representative provides basic to intermediate technical and customer care support for inquiries related to Cricut® products, software, and services. * Representatives are expected to deliver “world-class” service on every interaction by following established service principles and guidelines. These include, but are not limited to, professional greetings, proper hold protocols, accurate information delivery, and appropriate customer and product verification. * We pride ourselves on delivering exceptional service to our members. Representatives are responsible for ensuring
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