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Customer Experience Associate
Customer Experience Associate
Artsy
Post Date: 20 Feb 2023

JOB OVERVIEW

Artsy’s mission is to expand the art market to support more artists and art in the world. Artsy has created the world’s largest two-sided art marketplace, offering more than 1 million works by 100,000 artists from 4,000 leading galleries, fairs, auction houses, and institutions across 190 countries._

Artsy is seeking a Customer Experience Associate to provide world class customer support to our growing marketplace. This full-time role is based in either London or New York City. Regular weekend hours are required.

In this role, you will be the first point of communication for all queries across Artsy’s community, including collectors, gallery partners, and art enthusiasts. You will solve the novel problems that arise from the digital transformation of an industry, and provide support as unique as the items we sell. Oftentimes there won’t be a clear answer to a customer’s problem, and our ambitious and rapidly evolving team will rely on you to be curious, use your judgment, take calculated risks, and seek out the answers you need to solve complex customer issues.

The ideal candidate thrives under ambiguity, is an effective communicator and an expert problem solver, able to remain calm under pressure and patient when navigating clunky internal systems. You will work in one of the most cross-functional roles at Artsy, collaborating regularly with account representatives, the marketing team, and product and engineering to continually improve the customer experience.

What You’ll Do:

  • Regular work schedule will be Tuesday to Saturday, this will be subject to change throughout the year.
  • Ensure full resolution of all customer inquiries across channels, including email, chat, and phone
  • Keep a finger on the pulse of our customers, consolidating customer feedback and effectively communicating this to our product teams.
  • Be an expert on Artsy’s rapidly evolving products; contribute to updating help centers, templates and macros to keep pace with these changes.
  • Help even our least tech-savvy customers solve their technical issues, using the communication channel and techniques you deem best to effectively communicate a solution
  • Devise strategic solutions to the complex issues that arise when buying, selling and shipping fine art in 30+ different countries and at price points in the hundreds, thousands, and hundreds of thousands of dollars
  • Understand and apply Artsy’s policies with a high level of discretion; know when to be firm and when to be accommodating
  • Utilize discretion and cybersecurity best practices to safeguard customer data, ensuring Artsy is a safe and joyful place to buy and sell art

Who You Are:

  • 1-2 years experience in a customer or people facing role, such as customer support, customer experience or customer service
  • The ideal candidate is comfortable handling the day-to-day challenges as well as ambiguity from time to time
  • Creative problem solving skills; able to identify simple solutions and effectively communicate these to customers.
  • Interest in creating a world class customer experience, willing to go the extra mile for customers
  • Strong deductive reasoning skills, with an ability to identify the root cause of an issue
  • Calm under pressure with the ability to work with large volumes
  • Discretion, able to handle sensitive customer information with care
  • Handles ambiguity well, curious, keen to experiment, take risks or try something new to solve a customer problem
  • Passionate about creating joyful experiences and seeing a query through to completion

What We Offer:

  • Opportunity to reimagine the art industry while working with a talented, diverse, international team.
  • Competitive salary and equity
  • Flexible time off: our culture of trust and empowerment allows employees to take the time they need away from work while still excelling in their roles
  • We are a global hybrid team: most employees work from home several days per week and come into our NYC, London, or Berlin offices flexibly based on team or role needs (in-person recommendations, and location will vary by role)
  • Comprehensive healthcare & benefit options, including: medical, dental, parental leave, short- and long-term disability, Employee Assistance Program featuring free mental health support, 401k, commuter benefits, flexible spending accounts (FSA), health savings accounts (HSA), financial wellness support & resources, and more
  • Professional development, including: mentoring, lunch & learns, regular training, 1:1 management, and an open feedback culture
  • Engaging opportunities and internal programming globally, to foster new relationships and build upon our collaborative community. Including: happy hours, holiday parties, global “All Hands” meetings, “Artsy Salon” (a yearly exhibition of our team’s creativity), attendance to art world events, and more

The hourly range for this role is $24-$25. This role is eligible for overtime. Artsy is committed to equitable compensation practices, and your offer will depend on the relevant experience and skillset you bring to the team.

All compensation packages include meaningful Artsy equity and competitive health benefits. Please see our “What We Offer” above for more detail, or speak to our Recruiter to learn more!

Artsy Values

Artsy has five core values that will inform your experience at Artsy.

For the Love of Art: We have relentless curiosity, empathy, and passion for collectors, artists, and the art market. We are here to make the art world more fair and welcoming.

Own Our Outcomes: We are all individual owners of Artsy’s shared success. We are resourceful and resilient, and to get the job done, we each take responsibility for our outcomes.

Lead with Openness: We trust in our teammates. We seek diverse perspectives, communicate authentically, and act with integrity. A more open art world starts with us.

Transform Together: Our mission asks us to challenge the status quo. We embrace feedback, learning, and change so that we can transform our industry, our company, and ourselves.

Impact Over Perfection: Using both art and science, we debate and decide swiftly and iterate on our plans as we learn. To make the biggest impact, we prioritize speed and clarity of action over perfection.

JOB DETAILS

Location
New York, USA

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