Customer Support Specialist
Job Details
You'll handle phone, email, and chat support for 1stDibs' luxury marketplace, resolving customer and dealer issues across transactions involving furniture, art, jewelry, and fashion while coordinating with sales, logistics, and account management teams. The role requires 1+ years in customer service or e-commerce, strong communication skills, and proficiency with CRM systems to manage inquiries and escalations in a fast-paced environment (Mon-Fri, 9AM-6PM).
About the Role
Customer Support Specialist
1stDibs is a one-of-a-kind online marketplace that connects design lovers to more than one million extraordinary pieces, from furniture and fine art to jewelry and fashion. As a leading global marketplace for design lovers, we enable shoppers to discover beautiful things and engage with top sellers from around the world. We encourage our shoppers to interact with sellers throughout all stages of the transaction, including item inquiries, price negotiations and customization requests.
1stDibs is seeking a Customer Support Specialist. You will be tasked with assisting consumers, Trade clients, and dealers with a variety of questions and concerns in an efficient and timely manner. As 1stDibs' newest Customer Support Specialist, you will provide a seamless purchasing experience, ensuring all details of an order are executed with the highest level of service. We are looking for a highly motivated, organized, and resourceful individual to join our team!
Shift is Mon - Fri, 9AM - 6PM local time
What you'll do:
- Provide excellent customer and technical support in a fast-paced environment via phone, email, and chat
- Resolve customer issues using critical thinking and customer support skills
- Multitask and utilize multiple systems concurrently to efficiently gather customer and order information and respond to inquiries
- Support Sales and Account Managers with all aspects of their customer and dealer relationships
- Communicate procedures, policies and effectively manage expectations
- Collaborate on a daily basis with team management and colleagues from other groups in the org (Account Management, Sales, Logistics, Finance, etc.)
What you'll bring:
- 1+ years of experience in fast-paced customer service, account management, or e-commerce environment
- Outstanding communication skills, both verbal and written, with the ability to convey information in a clear and concise manner
- Problem-solving skills with attention to detail and the ability to identify and anticipate customer issues by asking probing questions
- Able to patiently handle escalated clients in a calm manner and diffuse challenging situations
- Strong time management skills and the ability to prioritize
- Collaborative team player who is willing to take initiative to help create beautiful experiencing by finding resolutions to complex problems
- Always thinking about the department/company goals and always willing to step up and help out
- Experience with SalesForce and/or other CRM systems
Nice To Have:
- Luxury goods experience a strong plus
- Bi-lingual in French, Spanish, Italian or German is a plus but not required
Compensation
Our overall compensation package is made of several parts, base compensation being one of them. At 1stDibs we value and are proud of our culture, innovation, professional development and training workshops, trust and giving back to the community. Equity, a comprehensive benefits package, and incentive (IF APPLICABLE) are all are components of your total compensation package. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
Tri-State Pay Range $24.50 — $27 USD
Denver Pay range $22 — $25 USD
Equal Opportunity
1stDibs is an Equal Opportunity Employer The 1stDibs mission, to enrich lives with the extraordinary, can only be achieved when diversity, equity and inclusion are embedded into our values, culture and the way we do business. Enabling access to and celebrating unique and diverse perspectives is at the very core of what we do. We are committed to attracting and retaining the best talent in the industry, who are reflective of the diversity of our communities, and fostering an environment where every individual feels they belong, are valued and heard. As a leading design marketplace, we leverage the power of our platform and brand to empower historically underrepresented individuals, and the businesses they own, across the art and design industries.
Total Compensation Statement
1stDibs views the value of the employees' compensation package in its totality. The package may comprise base salary, variable compensation (either equity or cash, where applicable), and health and work-life benefits, and is reviewed annually. Ultimately, we'll determine your pay based on your location, experience, and other job-related factors.
Benefits (US based positions)
- Competitive medical/dental/vision benefits, including a $0 single medical plan, with HSA employer contributions. Health plan includes gender affirmation and infertility care.
- We are flexible with our PTO. We generally expect employees take around 15 days/year.
- All employees enjoy ownership in 1stDibs in RSUs, through new hire grants, and/or annual refresh grants, if eligible.
- The choice to work in our New York headquarters, with monthly in-office meals and mixers, and happy hours, and/or the option to work completely remotely. We truly prioritize flexibility for all employees.
- Fully paid wellness benefits, including One Medical membership and WellHub.
- Fully paid parental leave, leave to care for a family member, and bereavement leave, including reproductive loss.
- Company match of donations to 501c3 charities, up to $250/year.
- Full benefits package includes FSA, life and disability insurance, EAP, commuter benefits, and more.