Customer Support Specialist

About the role

1stDibs is a one-of-a-kind online marketplace connecting design lovers to over one million extraordinary pieces, from furniture and fine art to jewelry and fashion. We enable shoppers to discover beautiful things and engage with top sellers from around the world. We encourage interaction throughout the transaction process, including item inquiries, price negotiations, and customization requests. This Customer Support Specialist position is ideal for someone with 1+ years of experience in fast-paced customer service, account management, or e-commerce environments.

Responsibilities

• 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.)

Requirements

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 experiences by finding resolutions to complex problems
Always thinking about the department/company goals and always willing to step up and help out

Qualifications

1+ years of experience in fast-paced customer service, account management, or e-commerce environment
Nice to have: Luxury goods experience, bi-lingual in French, Spanish, Italian or German

Skills

Experience with SalesForce and/or other CRM systems

Benefits

• 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 to take around 15 days/year
• 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
• Truly prioritizes 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

Pay

Base compensation is one part of the overall compensation package. 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 components of your total compensation package. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

Schedule

Shift is Monday through Friday, 9 AM - 6 PM local time

Benefits

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.

Equal Opportunity Employer

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.