Customer Support & Operations Executive London, England
Job description
ABOUT AVANT ARTE
Avant Arte wants to make art radically more accessible for a new generation. We began as a cult blog of contemporary artists and grew organically into the world’s largest and most engaged online art community, with more than 2 million of our followers under the age of 35. We collaborate with iconic contemporary artists like Jenny Holzer, Cai Guo-Qiang, Claire Tabouret and Hank Willis Thomas, making their work more accessible to younger collectors through sculpture editions, print editions and unique works on paper of exceptional quality.
We have built a highly engaged community of next-generation art collectors, which means our artist launches are heavily oversubscribed, with many behaving more like fashion drops, selling out in seconds.
Backed by early investors in companies like Skype, Farfetch, Glossier and Shopify (including Bessemer Venture Partners and Local Globe) as well as being featured on Otta’s 2022 Rocket List, we’re a team of just over 80 building one of the fastest growing tech companies in culture.
Our vision is to inspire a generation of millions of young people who love art like they love music and who collect works like they build their wardrobe.
OUR CULTURE
We’re a small team with really big ambitions, both for what we want to achieve and also the environment we’re building. We want to create a company that remains thoughtful as we scale and tries to be genuinely progressive in how we operate. We want people to really own what they do and be given the autonomy and freedom to make mistakes, learn, and create something meaningful.
We all work incredibly hard because we really care about what Avant Arte is here to do – we’re looking for exceptional people who are proactive, hungry to learn, and want to put their pride in our collective achievements.
We know that creating an inclusive environment that promotes and values diversity is critical if we want to build something with impact and meaning. We believe that having diversity in age, background, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective will make us an infinitely better company. In 2022, we were shortlisted for Women in Tech’s Best Employer - Small Company and Best Benefits.
WHAT WE NEED
We’re looking for a Customer Support and Operations Executive. We really do encourage everyone to proactively step outside of their job description if they see something that could be improved but the core of your role will involve:
Inbound enquiry management & customer support
Respond to inbound communications within defined SLAs across multiple channels
Use the Avant Arte tone of voice to provide exceptional service from first contact
Use notes within our CRM system to provide clear context on status of ticket or conversation notes for swift follow up from other teams or future cases
Handover collectors to relevant advisors, or resolve their query with pace
Collector feedback monitoring & reporting
Observe & understand trends in inbound leads and feed these back to the Sales Operations Lead, to define next steps and involve other teams where required to share and action feedback
Keep our CRM system and notes up-to-date according to the defined process standards so that we can see clear weekly activity reporting
Sales team administration support
Support the Sales Operations Lead with back end forms, audience lists and email templates as required to ensure a successful launch
Cross-functional collaboration with warehouse team & post-purchase customer support
Ensure clear communication channel between the sales team and the supply chain so that the advisors have visibility on shipping, collector issues post-purchase and any other information useful to their collectors
Partner with the post-purchase customer support team to ensure collectors are updated on their cases within SLAs and that their advisors are kept updated through accurate notes within the CRM system
Supporting with post-purchase ticket resolutions during holiday / key times in warehouse as required
The main skills we’re looking for are:
Exceptional customer service and customer first mindset, advocating for our collector experience across the entire lifecycle of their purchasing journey
Exceptional written English skills
Ability to multitask across tasks and projects
Flexible and proactive - you always look for ways to improve for our customers
Problem solving - collaborating with cross functional teams on opportunities to support our collectors however possible
Pace - you’re on top over everything and can respond quickly and efficiently to resolve any customer issues
Digital savvy and commercially focussed - you understand the balance between delivering an exceptional customer experience and requirements of the business
We think you’ll probably have:
Some experience in providing customer service in online environment
Experience in managing multiple tasks under tight timeline
Experience in working across different departments
Excellent written and verbal communication skills in English
Experience with CRM and order management software such as Hubspot, Shopify or similar
Don’t meet every single requirement? Avant Arte is dedicated to building a diverse, inclusive and authentic team so we encourage you to apply anyways. You may be just the right candidate for this or other roles.
BENEFITS
You’ll get to be part of building one of the fastest growing tech companies in culture, backed by early investors in companies like Skype, Farfetch, Glossier and Facebook.
Generous equity allowance
Private Healthcare (UK)
Enhanced pension contributions and parental leave policies
25 days of holiday plus two extra company wide days on Kings Day (national holiday in the Netherlands which falls in April) and Christmas Eve
L&D budget of €1000 per year per employee
