Senior Specialist, Customer Experience

This job is brought to you by Jobs/Redefined, the UK’s leading over-50s age inclusive jobs board. Artsy’s Customer Experience team sits at the intersection of support, operations, and commerce - responsible for everything from buyer and seller inquiries to advertising execution. We’re a small, high-ownership team. As the Senior Specialist, Customer Experience, you will be the first line of escalation and driver of process improvements within the support ecosystem. You’ll carry your own caseload, own the health of our support inboxes and escalations, and own key projects and collaborations. You will also be uniquely positioned to drive system changes and accountability across day-to-day inbox management across the team. This is an individual contributor role suited for someone who thrives at the intersection of hands-on execution and driving broader improvements across the Customer Experience journey. You take pride in keeping things running smoothly, own outcomes—not just tasks—and proactively identify and resolve issues without needing to be asked.

What You’ll Do

• Manage your own daily caseload across tickets, live chat, and phone - leading by example on quality, tone, and efficiency.
• Own day-to-day oversight of inboxes, including developing rotation schedules for your peers, ensuring SLA adherence, and handling escalations.
• Own the documentation and upkeep of inbox SOPs, ensuring the team always has clear, current guidance to work from.
• Proactively identify opportunities to improve workflows and processes, and carry out these projects from conception to reporting.
• Lead high-impact operational projects, including oversight of external vendor partnerships that support the team’s day-to-day work.

This Role Is a Fit for You If You

• Have proven experience balancing a case load with broader project work.
• Enjoy untangling tricky processes: You can assess how something is working, pinpoint sources of friction, and design more effective solutions.
• Are a clear, direct communicator with customers and your team. You give feedback that lands, and you escalate with context and a point of view.
• Are comfortable with ambiguity and a changing scope. You like taking on new challenges, can adapt quickly and help others navigate change.

This role is unlikely to be a good match for you if you…

• Struggle to give or receive tough feedback, including holding your team to targets.
• Prefer having a set routine or a clear set of rules. Most of your work will be problem solving in ambiguous situations.
• Are uncomfortable managing data sets or reporting.

What Success Looks Like in Your First 3-6 Months

• You can confidently manage your caseload and resolve 90% of escalations.
• Queues are consistently cleared by end of day, coverage gaps have been identified, and you have a point of view on what needs to change.
• Our team has clear SOPs (standard operating procedures) and a shared understanding of what "good" looks like.

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 our NYC, London, or Berlin offices 2-3 days per week. (In-person expectations 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 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. 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.