About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal]’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.

Role Summary

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. 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.

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

Who You Are

• Have proven experience balancing a case load with broader project work
• Enjoy untangling tricky processes: 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

What We Offer

• Opportunity to reimagine the art industry while working with a talented, diverse, international team
• Competitive salary and equity
• Flexible time off
• Global hybrid team: most employees work from our NYC, London, or Berlin offices 2-3 days per week
• Private healthcare & benefit options including medical, dental, enhanced parental leave, Pension Plan, life assurance, Employee Assistance Programme
• Professional development including mentoring, lunch & learns, regular training
• Engaging opportunities and internal programming globally

The salary range for this role is £40,000-£50,000 annually. [Employer hidden — sign up to reveal] is committed to equitable compensation practices.

[Employer hidden — sign up to reveal] Values

[Employer hidden — sign up to reveal] has five core values: For the Love of Art, Own Our Outcomes, Lead with Openness, Transform Together, Impact Over Perfection.

Equal Opportunity

[Employer hidden — sign up to reveal] is an equal opportunity employer. We value a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals.

How to Apply

To apply, please submit your application here. Applications sent by email are not accepted.