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Artsy
,
London, Greater London
Partner Support Associate
Overview
Job Description
As a first line of defense for product and tech-related queries from our galleries, a Partner Support Associate successfully delivers world class customer support, juggling a high volume of issues efficiently and empathetically. This full-time (40 hours per week) role is based in London and reports into the Marketplace Strategy and Operations Lead based in New York City. Artsy's Marketplace Strategy and Operations team operate at the forefront of strategic leadership and decision making for the marketplace partners organization. We work cohesively to free the sales and account management team to focus solely on revenue-generating activities and inventory acquisition. We are proud to power the marketplace with operations and client support that instill trust, drive efficiency, and spark delight. With a continued expansion and embracement of digital presence within the art world, you will be on the frontlines of a quickly developing environment for our 3000+ global gallery partners. You will be involved with a variety of customer support projects including updating and writing Help Centre support articles, assisting to standardize team-wide templated language for customer interactions, and recording/reporting gallery feedback to our Product, account management, and marketing teams. This role will navigate the daily challenges and growth opportunities of providing great customer support. Key Responsibilities: * Ensures full resolution of all gallery inquiries via follow-through in all conversations through customer-submitted email requests and live chats so as to meet high CSAT KPI. * Crafts thorough, timely, and informative messages in response to product- and tech-related queries from Artsy's gallery partners. * Consistently optimizes our customer support processes to scale and streamline them, keeping up with our growth. * Keeps a finger on the pulse of our customers, consolidating partner feedback and effectively communicating this to our product teams. * Stays up to date on new product features and improvements and proactively reflects this in exchanges with customers and within our Help Centre. * Continually improves the quality of the customer experience and protects our customers to create a safe place for them to buy and sell art Candidate Qualifications: * Consistent and dependable WiFi in a personal workspace that allows for distraction free and customer focused environment. * Strong reading comprehension skills with a keen ability to identify root problem to solve * Strong written and communication skills with accurate grammar and spelling * Customer-facing experience (online customer support, retail, hospitality, etc.) * Discretion, able to handle sensitive customer information with care Not required, but a plus: * Experience at an online marketplace / eCommerce experience * Experience in the art world (such as internships or a degree in Art/Art History) * Experience in a similar role Artsy Values Artsy has five core values that will inform your experience at Artsy. For the Love of Art: We are obsessed with art because we believe in its power to move us and change the way we experience the world. Together, we are dedicated to expanding art's impact on humanity. 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 have the courage to be vulnerable, to communicate honestly, and to invite diverse perspectives. A more open art world starts with us. Transform Together: Our mission asks us to challenge the status quo. We embrace learning, growth, 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. Do the Right Thing, Always: We are building a company and community we can all be proud of. We make decisions with honesty and integrity, even when it's not convenient. Empathy, respect, and inclusivity are core to our mission. 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.