Fractional CCO (Chief Customer Officer) – Global 3D Printing E-Commerce Marketplace
Budget: $2 – $30 USD
We're looking for a hands-on fractional Chief Customer Officer to own the entire customer journey for Layerline (layerline.io), a global 3D printing marketplace. This means customer service, customer success, and sales — all in one role. Layerline is the immediate focus, with the role expanding to other ventures in our portfolio over time.
Freelancers only — no agencies. Flexible, ongoing engagement with potential to grow into a full-time role and long-term partnership.
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ABOUT LAYERLINE
• Global 3D printing marketplace — 100+ products (printers, filament, parts & accessories)
• Worldwide shipping, competitive pricing, 2-year warranty
• Based in the Netherlands with a US entity, selling globally
• Target audience: hobbyist makers, prosumers, small and medium-sized businesses
• Part of a broader portfolio of technology and e-commerce ventures
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WHAT WE NEED
Customer Service & Support
• Handling customer inquiries — pre-sale questions, order issues, returns, complaints
• Building and optimizing support processes and workflows
• Setting up and managing support tooling (helpdesk, live chat, ticketing)
• Creating FAQ, knowledge base, and self-service resources
• Ensuring fast response times and high customer satisfaction
Customer Success
• Proactive customer engagement — making sure customers get value from their purchase
• Post-purchase follow-up and relationship building
• Collecting and acting on customer feedback
• Reducing churn and increasing repeat purchase rates
• Building loyalty programs or referral initiatives
Sales & Revenue Growth
• Identifying upsell and cross-sell opportunities within the existing customer base
• Proactively reaching out to potential B2B customers (makerspaces, schools, small businesses)
• Handling inbound sales inquiries and converting them
• Building outbound sales processes for high-value segments
• Volume/bulk deal negotiations
Strategy & Operations
• Defining and tracking customer KPIs (NPS, CSAT, response time, repeat rate, AOV growth)
• Mapping and optimizing the full customer journey — from first visit to repeat buyer
• Building scalable processes as order volume grows
• Hiring and managing customer-facing team members as we scale
• Reporting on customer insights and revenue opportunities
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WHO WE'RE LOOKING FOR
• 5+ years experience in customer service, customer success, or sales — ideally combined
• E-commerce experience — you understand the online buyer journey
• Comfortable wearing multiple hats — support ticket one minute, sales call the next
• Strong communication skills — empathetic with customers, persuasive with prospects
• Data-driven — you track metrics and use them to improve
• Self-starter who takes ownership and doesn't wait for direction
Bonus:
• Experience in niche/technical product e-commerce
• Familiarity with the 3D printing or maker community
• Experience with helpdesk tools (Zendesk, Freshdesk, Gorgias, etc.)
• Experience with CRM tools (HubSpot, Pipedrive, etc.)
• B2B sales experience alongside B2C support
• Multi-language skills
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HOW WE WORK
• Remote, flexible hours
• Clear communication, ownership mindset
• Customer-first mentality — every interaction matters
• Long-term relationship with the right person
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TO APPLY
1. Your background in customer service, success, and/or sales
2. Examples of how you've improved customer satisfaction or driven revenue growth
3. Your experience with e-commerce customer journeys
4. Tools you've worked with (helpdesk, CRM, etc.)
5. Fee structure (hourly or retainer)
6. Availability and earliest start date
Freelancers only — no agencies. Flexible, ongoing engagement with potential to grow into a full-time role and long-term partnership.
---
ABOUT LAYERLINE
• Global 3D printing marketplace — 100+ products (printers, filament, parts & accessories)
• Worldwide shipping, competitive pricing, 2-year warranty
• Based in the Netherlands with a US entity, selling globally
• Target audience: hobbyist makers, prosumers, small and medium-sized businesses
• Part of a broader portfolio of technology and e-commerce ventures
---
WHAT WE NEED
Customer Service & Support
• Handling customer inquiries — pre-sale questions, order issues, returns, complaints
• Building and optimizing support processes and workflows
• Setting up and managing support tooling (helpdesk, live chat, ticketing)
• Creating FAQ, knowledge base, and self-service resources
• Ensuring fast response times and high customer satisfaction
Customer Success
• Proactive customer engagement — making sure customers get value from their purchase
• Post-purchase follow-up and relationship building
• Collecting and acting on customer feedback
• Reducing churn and increasing repeat purchase rates
• Building loyalty programs or referral initiatives
Sales & Revenue Growth
• Identifying upsell and cross-sell opportunities within the existing customer base
• Proactively reaching out to potential B2B customers (makerspaces, schools, small businesses)
• Handling inbound sales inquiries and converting them
• Building outbound sales processes for high-value segments
• Volume/bulk deal negotiations
Strategy & Operations
• Defining and tracking customer KPIs (NPS, CSAT, response time, repeat rate, AOV growth)
• Mapping and optimizing the full customer journey — from first visit to repeat buyer
• Building scalable processes as order volume grows
• Hiring and managing customer-facing team members as we scale
• Reporting on customer insights and revenue opportunities
---
WHO WE'RE LOOKING FOR
• 5+ years experience in customer service, customer success, or sales — ideally combined
• E-commerce experience — you understand the online buyer journey
• Comfortable wearing multiple hats — support ticket one minute, sales call the next
• Strong communication skills — empathetic with customers, persuasive with prospects
• Data-driven — you track metrics and use them to improve
• Self-starter who takes ownership and doesn't wait for direction
Bonus:
• Experience in niche/technical product e-commerce
• Familiarity with the 3D printing or maker community
• Experience with helpdesk tools (Zendesk, Freshdesk, Gorgias, etc.)
• Experience with CRM tools (HubSpot, Pipedrive, etc.)
• B2B sales experience alongside B2C support
• Multi-language skills
---
HOW WE WORK
• Remote, flexible hours
• Clear communication, ownership mindset
• Customer-first mentality — every interaction matters
• Long-term relationship with the right person
---
TO APPLY
1. Your background in customer service, success, and/or sales
2. Examples of how you've improved customer satisfaction or driven revenue growth
3. Your experience with e-commerce customer journeys
4. Tools you've worked with (helpdesk, CRM, etc.)
5. Fee structure (hourly or retainer)
6. Availability and earliest start date