Senior Manager, Marketplace Support

Artsy Jobs
Apr 20, 2022 8:18PM

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 an experienced people manager to join our growing Marketplace Support team as a Senior Manager.

In this role you will manage our support agents, solve operational issues and diverse customer problems, and work directly with users and internal stakeholders to offer a best in class experience for the entire Artsy community. This is a full time role based in either New York or London.

As the Senior Manager, you will be responsible for mentoring, coaching and motivating our support agents, helping them achieve rapid impact and scaling the team’s velocity to meet our ever growing needs. You will build a strong and resilient team community, challenging your team to develop creative solutions while supporting them. You will offer on the ground support to both internal and external users, as well as act as the first point of escalation for the team. You will be responsible for identifying and solving gaps in our processes, developing manual solutions when a product solution isn’t available, and collaborating with our Product team to address the root cause of issues. The Senior Manager will have the opportunity to collaborate with teams across the business including Revenue Operations, Trust and Safety, Product, and Sales teams.

The ideal candidate is a proactive problem solver, empathetic communicator, and someone who can remain calm under pressure. We are looking for someone who is able to respond to the ever changing needs of a fast moving business and rapidly evolving team, able to re-prioritize on a dime and think on your feet while keeping track of the long term vision. While direct art world experience is not required, the idea candidate will have the curiosity and passion for solving the diverse set of issues that arise from both art sales and ecommerce.

What You’ll Do

  • Ensure full resolution of all customer inquiries across channels, and maintain response time and CSAT KPIs for the team
  • Manage escalations across Artsy’s support channels, working with the relevant stakeholders across product, engineering, sales, trust & safety, and legal. to resolve the most challenging and high impact issues
  • Manage our current tools (Zendesk) and contribute to a vision for our future needs (full live chat and phone support)
  • Consistently optimize our customer support processes to scale and streamline them, keeping up with our growth, while maintaining the bespoke, white glove service required for unique works of art . Own and optimize SLAs through calendaring, analysis, and general operations.
  • Day-to-day management of crucial third party relationships, including business process outsourcer or other partners (e.g. Arta), working to achieve ideal resourcing/coverage, coaching, and setting targets.
  • Master Artsy’s main support channels (order support and technical seller support))

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.

  • 2+ years experience in a customer facing role, such as customer support / CX, customer service, or sales, with 1+ year of people management
  • You have leadership experience and are able to rally a team to solve a joint challenge
  • You handle ambiguity well and are able to navigate the friction that comes from building new processes within a growing organization
  • You consider yourself a strong problem solver, and are able to assess the pros and cons of a situation in order to find the best solution
  • You have strong deductive reasoning skills, with an ability to identify the root cause of an issue
  • You are an excellent communicator and feel comfortable navigating cross collaboratively
  • You take pride in creating a world class customer experience, and are empathetic and willing to go the extra mile for a customer
  • You have discretion, and are able to handle sensitive customer information with care

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
  • 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.

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.

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.


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