Senior Specialist, Customer Experience

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 l...