Customer Experience Manager

Artsys mission is to expand the art market to support more artists and art in the world. Artsy has created the worlds largest twosided art marketplace offering more than 1 million works by 100000 artists from 4000 leading galleries fairs auction houses and institutions in more than 100 countries.

Artsy is seeking a Customer Experience Manager to provide world class customer support to our growing marketplace. This role will report to the Customer Experience Lead based in London. This fulltime role is based in New York City. We are a hybrid company and work as a team in the office several days a week.

This is not your typical customer support role every day is different there is no script! In this role you will be the first point of communication for all queries across Artsys community including collectors gallery partners and art enthusiasts. You will solve the novel problems that arise from the digital transformation of the art industry and provide support that is as unique as the items we sell.

Our team tackles queries ranging from straightforward troubleshooting to highly complex orders refunds and shipping queries. Often there wont be a clear answer to a customers problem our ambitious and evolving team will rely on you to be curious use your judgment and seek out the answers you need to solve complex customer issues. You will work in one of the most crossfunctional roles at Artsy collaborating regularly with account managers the marketing team and product and engineering to continually improve Artsys customer experience. To be successful you will thrive working through ambiguity are an excellent communicator remain calm under pressure and are an expert problem solver.

As a Customer Experience Manager you will be a senior representative of the Customer Experience 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. While not a line management role as a Customer Experience Manager youll lead by example and provide guidance support and expertise to Associates in the team regarding their workload or more complex or escalated tickets. You will be a primary contact for internal teams and your knowledge of problem solving and teamwork will be put to the test every day.

What Youll Do:

• The team work a regular work schedule of either 95 / 106 / 117 Monday to Friday or Tuesday to Saturday this might be subject to change throughout the year.
• Manage a high volume of tickets across channels (email live chat phone) to fully resolve customer inquiries. Once fully trained you should expect to handle approximately 700 emails per month. Performance will be measured by CSAT (customer satisfaction score) volume and response time you are comfortable working in a KPI driven environment and resolving customer inquiries end to end.
• Manage and coach the team on complex or escalated tickets. Seek advice from your manager on high value or edge cases occasionally.
• Devise strategic solutions to the complex issues or escalations that arise when buying selling and shipping fine art in 30 different countries and at price points spanning hundreds thousands and hundreds of thousands of dollars. Comfortable talking to clients and internal colleagues even when a resolution is not clear. Know when to seek advice from senior colleagues or your manager.
• Care deeply about our customers and are committed to upholding the highest standard for support.
• Actively contribute to the team culture knowledge and high standard. Proactively represent the team and contribute ideas in department meetings.
• Comfortable sharing feedback directly with customers and colleagues as well as bringing ideas to the product team for solutions advocate for change for recurring feedback themes.
• Be an expert on Artsys rapidly evolving products; contribute to updating our help center templates playbooks and macros to keep pace with these changes.
• Understand and apply Artsys policies with a high level of discretion; know when to be firm and when to be accommodating. Lean into our playbooks and documentation whilst knowing when to use your best judgment on a situation.
• Work closely with cross functional teams internally such as Collector Services and Trust & Safety to ensure a safe transparent and frictionless user experience Artsy is a safe and joyful place to buy and sell art.
• Lean into Artsys values to help guide through best practices. Owning your outcomes and applying Impact Over Perfection is key for success in this role.

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.

Previous Customer Experience:

• Your background includes a proven history in a digital / online customer facing role (e.g. customer support customer experience or customer service)
• You have experience working at high volumes within a fast paced environment where not all answers are clear or templated
• You are passionate about creating a world class customer experience and have a track record of going the extra mile for customers
• Our values speak to you especially Own our Outcomes and Impact over Perfection for ticket management Transform Together for our team workflows and you lean into Lead with Openness for knowledge sharing and team meetings.
• You are comfortable using data and making data informed decisions you regularly create reports and can conduct basic data manipulation to gain insights and takeaways

Escalations & Training:

• You bring a track record of helping colleagues with escalations and are comfortable coaching and training others.
• As a reliable & trusted senior member of the team you proactively look for ways for the team to improve and bring solutions to your manager. You are confident in making decisions and proactively work to improve any knowledge gaps.

Communication & Collaboration Skills:

• This role is all about communication: you should have a natural ability to to talk to clients and internal collaborators. You are passionate about creating joyful experiences and seeing a query through to full resolution. You have high levels of discretion and are able to handle highly sensitive customer information with care.
• You bring your personality to work we dont use blank templated responses as a default our team responds to customers in a personalized way meaning you have the ability to decide how best to tackle a situation! You have the safety of robust playbooks and templates to fall back on.

Problem Solving & Emotional Resilience:

• You have excellent problem solving skills and find simple solutions to complex situations.
• You are comfortable managing ambiguity our team is on the front line tackling a variety of inquiries from art collectors new customers gallery partners shipping partners and internal teams. You will have the freedom to experiment take risks or try something new to solve a customers problem.

Adaptability:

• You deal well with change and have a curious mindset. You adapt quickly and embrace new challenges and processes.
• You are able to think on your feet and make decisions without having all the upfront information.
• You work with velocity to make quick and impactful decisions whilst maintaining a high level of accuracy & professionalism you are able to make your work simple & clear.
• You are calm under pressure and can work through large volumes of tickets with ease.

You are currently authorized to live and work in New York City.

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 (inperson recommendations and location will vary by role)
• Comprehensive healthcare & benefit options including: medical dental parental leave short and longterm 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 teams creativity) attendance to art world events and more

The salary range for this role is $55000$72000. 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 Artsys 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.