Marketplace Support Associate

Artsy is seeking a Marketplace Support Associate to provide world class customer support to our growing marketplace.

In this role you will act as a first line of defense for all queries across Artsy’s community, including collectors, gallery sellers, and art enthusiasts. This full-time role is based in either London, New York City, or Berlin. Regular weekend hours are required.

In this role 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:

• 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:

We welcome you to apply regardless of “checking all the boxes” below, and are excited to hear what you can bring to the team.

• 1+ years experience in a customer or people facing role, such as customer support / CX, customer service, food service, event planning, retail, education, etc.
• Creative / Excellent problem solving skills; able to identify simple solutions and effectively communicate these to customers.
• Strong communication skills
• Takes pride in creating a world class customer experience, willing to go the extra mile for a customer
• Strong deductive reasoning skills, with an ability to identify the root cause of an issue
• 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

What We Offer:

• Opportunity to reimagine the art industry while working with a talented, diverse, international team.
• Competitive salary and equity
• Flexible time off: we empower Artsy employees to take time off based on their desires and needs that matter most to them
• We are a distributed-first company where employees have the flexibility to work from home. Offices are available for employees in New York, London, and Berlin. (In-person recommendations, and location will vary by role)
• For our NYC Based Employees. 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
• For Our London Based Employees. 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
• For our Berlin Based Employees. Benefit options, including: German language subscription, global travel insurance, mental health resources, fitness and virtual workout resources, fertility and parenthood support, standard pension & healthcare enrollment, parental and medical paid leave, 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

To Apply:

New York BASED APPLICANTS:

This position is full-time, and starts immediately. To apply, please submit your resumé and a cover letter here. When you apply, you will be directed to a third party site.

LONDON BASED APPLICANTS:

This position is full-time, and starts immediately. To apply, please submit your resumé and a cover letter here. When you apply, you will be directed to a third party site.

Berlin BASED APPLICANTS:

This position is full-time, and starts immediately. To apply, please submit your resumé and a cover letter here. When you apply, you will be directed to a third party site.

ARTSY IS AN EQUAL OPPORTUNITY EMPLOYER. WE VALUE A DIVERSE WORKFORCE AND AN INCLUSIVE CULTURE. WE ENCOURAGE APPLICATIONS FROM ALL QUALIFIED INDIVIDUALS WITHOUT REGARD TO RACE, COLOR, RELIGION, GENDER, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, AGE, NATIONAL ORIGIN, MARITAL STATUS, DISABILITY, AND VETERAN STATUS.