Customer Service/Claims Specialist - 1st Dibs
New York, NY
About the Job
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.
Being part of the Buyer Protection team allows for a chance to collaborate with external restorers, the 1stdibs art and design research team, external experts in art and design, various internal teams, as well as both buyers and sellers on a daily frequency.
Our aim is to quickly and fairly resolve disputes related to on-platform transactions, balancing the core marketplace values, customer preference, respect for our dealers’ transaction policies, and while ensuring scalable/responsible practices that prevent 1stdibs from incurring undue financial loss.
This is a cross-disciplinary position that requires excellent organizational skills, judgment, well-developed critical thinking & communication skills, & the ability to excel in ambiguous & quickly changing situations.
What you’ll do
- Investigate flagged transactions
- Serve as a point of escalation for front-line teams, including Support or Trade as examples
- Interpret, and enforce 1stdibs policies for buyers, dealers, and internal 1stdibs teams
- Use exceptional judgment and intuition to mitigate financial and operational risk
- Develop and execute internal and external processes for responding to policy violations
- Contribute to the development of policies and features aimed at building marketplace trust for both buyers & dealers, directly impacting the success of 1stdibs
What you’ll bring
- Excellent verbal and written communication skills via phone and email
- Experience in resolving customer issues using critical-thinking, judgment and customer support skills
- Can set priorities in ambiguous and rapidly changing situations
- Comfortable contributing to a collaborative team environment
- Being able to multitask and utilize multiple systems concurrently to efficiently gather customer and order information and respond to inquiries
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.
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 is committed to attracting, motivating and retaining top talent who drive the business forward and help us achieve our mission and vision. The company’s Total Compensation packages are designed to reward performance, be fair, equitable, and competitive, and consist of base salary, equity (where applicable), and health and work-life benefits.