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Concierge Specialist

1stdibs is the world’s largest online luxury marketplace for one-of-a-kind products. It has become the go-to source for the world's leading interior designers and consumers to find antiques, vintage furniture, jewelry, vintage fashion and fine art.

Backed by Benchmark Capital, Insight Venture Partners, Index Ventures, Spark Capital and Alibaba, 1stdibs is a unique blend of expert curators and seasoned Internet executives from companies including Ebay, Gilt, Google, FreshDirect, Mlb.com, Shutterfly, and Twitter.

 

Designers and architects are extremely valuable members in the 1stdibs Marketplace and comprise our fastest growing customer segment: Trade. The Customer Experience team of Trade is responsible for helping source the best products and ensuring a seamless end-to-end experience. The Trade Concierge Specialist ensures all details of an order are executed with the highest level of customer service. We are looking for a highly motivated, organized and resourceful individual to join the Trade team in this role. The ideal candidate is highly organized, proactive, and a collaborative team member.

What you’ll do

  • Develop and demonstrate a strong understanding of the 1stdibs brand and the Trade platform
  • Proactively resolve customer issues using problem-solving and customer service skills
  • Maintain a calm and positive demeanor with all clients, colleagues, internal & external contacts
  • Provide customer and technical support via phone, email, and live chat
  • Educate clients on how to navigate and utilize the platform; communicate policies, procedures, and effectively manage customer expectations
  • Multitask; successfully utilize multiple systems concurrently to accurately capture all customer and order information
  • Collaborate with internal departments including sales, logistics, finance, and account management to ensure a smooth, seamless luxury experience

What you'll bring

  • 1 - 2 years of experience in a fast-paced customer service or e-commerce environment; Sales and/or Operations experience a plus
  • Must have the ability to work during weekends and/or holidays, based on shift assignment
  • Attention to detail; ability to think outside the box; strong follow-up skills; resourceful and creative
  • Solution-focused; with the ability to identify and anticipate customer issues and superior problem-solving skills
  • Strong time management; ability to focus on multiple tasks, time allocation, and prioritization
  • Patient and thick-skinned; handle escalated clients in a calm manner and diffuse challenging situations
  • Outstanding communication skills, both verbal and written; convey information in a clear and concise manner; ask appropriate probing questions
  • Innovative; constantly seeking ways to gain/build relationships and improve processes
  • Collaborative team player, always willing to step up and help out
  • Multilingual preferred, but not required
  • Solid computer skills, Salesforce knowledge is a huge plus