Marketplace Support Specialist

Job Description

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 Marketplace Support Specialist to provide world class customer support to our growing marketplace. This is a full-time role based in London.

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 be a point of escalation for the team on more difficult cases, solving the novel problems that arise from the digital transformation of an industry. Oftentimes, there won’t be a clear answer to a customer’s problem. 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 confront complex customer issues. You will also lead meetings, drive forward improvements and work closely with cross-functional teams such as Sales, Marketing, Product, Engineering to improve the customer experience.

As a Marketplace Support Specialist, you will be a senior representative of the Marketplace Support team. As such, you will be an essential part of the escalation process and communicate with internal teams as well as our third party vendors.

What You’ll Do:

• Ensure full resolution of all customer inquiries across channels, including email, chat, and phone.
• Work with the Marketplace Support Lead on driving forward improvements, training and knowledge shares as well as being a point of escalation for the team and across other internal teams.
• 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:
We welcome you to apply regardless of “checking all the boxes” below and are excited to hear what you can bring to the team.

• 3+ 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
• Experience of helping colleagues with escalation, delegation and training
• 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 or 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)
• Private healthcare & benefit options, including: medical, dental, enhanced parental leave, Pension Plan, life assurance, Employee Assistance Programme featuring free mental health support, physio, 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

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.