Careers at 1stdibs
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Customer Support 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.

 

As our marketplace continues to expand, we are seeking ambitious, hard-working, smart, tech-savvy applicants with superior communication skills (verbal and written) to support this growth and to provide a winning customer service experience. Our Customer Service Specialists are tasked with assisting customers and dealers with a variety of questions and concerns in an efficient and timely manner, via email and phone. The team is continually making improvements and taking on new projects, and we’re looking for self-starters who will help us to tackle these challenges and stay on top of the competition.

Our Customer Service team works side-by-side with several other key groups in the company at our bright, lively and chic Astor Place office. The team is second to none, and all positions at 1stdibs come with fantastic perks and benefits, including (but not limited to) flexible vacation days, snacks, weekly catered meals and much more. There is also plenty of room for growth within the company for standouts who exceed expectations.

What you’ll do

  • Ensure that the customer/dealer receives an exceptional level of service in every interaction
  • Act as intermediary between customers and dealers to maintain all aspects of the order process
  • Provide customer/dealer technical support via email and phone
  • Research and identify new cases created by customers/dealers
  • Track and maintain constant communication with the customer/dealer from the beginning to the end of any established case, issue, or concern
  • Assist in documentation of customer service procedures and with onboarding of new team members
  • Collaborate on a daily basis with team management and colleagues from other groups in the org (Account Management, Sales, Logistics, Finance, etc.)
  • Attend and contribute to a variety of team meetings, ranging from company-wide to strategy and brainstorming sessions within the group

What you'll bring

  • 1-3 years of customer service or sales support experience, preferably dealing with high-net-worth individuals; ability to work the 1-9pm shift
  • Strong communication skills (written and verbal)
  • Experience in case management
  • Strong problem-solving skills to independently respond to customer/dealer communication
  • Must be able to have flexible schedules to be able to work during weekends/holidays, based on shift assignment
  • Experience with SalesForce and/or other CRM systems
  • Luxury goods experience a strong plus