Customer Experience Senior Manager London

Artsy is looking for a Customer Experience Senior Manager to help shape how collectors and galleries engage with the online art market. You'll balance managing a small team while also handling your own case load. You'll be responsible for escalations, process improvements, and mentoring a high-performing support team.

We're looking for someone who thrives in a fast-paced, evolving environment-someone who can navigate ambiguity, drive operational improvements, and ensure our collectors and galleries receive best-in-class support. If you're passionate about art, technology, and building great customer experiences, we'd love to hear from you.

Manage and support a small team of two Customer Experience Managers, providing mentorship, coaching, and development opportunities.

Handle complex or high-stakes escalations, working closely with internal teams to resolve issues efficiently.

Balance leadership with hands-on support, maintaining your own case load while ensuring your team meets performance goals.

Identify opportunities to improve workflows and processes, and carry out these projects from conception to reporting.

Collaborate cross-functionally with product, operations, and sales teams to advocate for customer needs and drive improvements.

Monitor key performance metrics and use data-driven insights to refine support strategies.

Foster a culture of problem-solving, ownership, and continuous learning within the team.

Work closely with your New York counterpart to create a consistent experience.

Have 3+ years of experience in a customer support or operations role, with at least 1 year of people management or team leadership experience.

Are able to balance and prioritize multiple responsibilities, from handling cases to overseeing operational improvements to guiding team members.

Like untangling tricky problems, and are quickly able to identify inefficiencies and implement solutions.

Are an excellent communicator, both written and verbal, with the ability to simplify complex issues.

Have experience working with customer support and reporting tools, like Salesforce, Looker, and Zendesk.

Are passionate about art and technology and excited about making the art world more accessible.

This role is unlikely to be a good match for you if you

Struggle to give or receive tough feedback, including holding your team to targets.

Prefer having a set routine or a clear set of rules. Most of your work will be problem solving in ambiguous situations.

Are uncomfortable managing data sets or doing reporting.

What success looks like in your first 3-6 months:

You've established trust with your team, providing clear guidance, feedback, and support while ensuring strong individual and team performance.

You confidently handle escalations and complex cases, collaborating with internal teams to drive effective resolutions.

You've identified and implemented at least one process improvement that enhances efficiency, reduces friction, or improves the customer experience.

We know no one is a perfect match on paper, so if you're passionate about this role, please apply! We're excited to learn how your skills, experiences, and insights could make a difference.

Please Note: We can only accept applications from those eligible to live and work in London. We are unable to sponsor visas for this position. This is a hybrid role with office attendance required 2-3 days /week.

What We Offer:

Opportunity to reimagine the art industry while working with a talented, diverse, international team.

Competitive salary and equity

Flexible time off: our culture of trust and empowerment allows employees to take the time they need away from work while still excelling in their roles

We are a global hybrid team: most employees work from our NYC, London, or Berlin offices 2-3 days per week. (In-person expectations vary by role)

Private healthcare & benefit options, including: medical, dental, enhanced parental leave, Pension Plan, life assurance, Employee Assistance Programme featuring free mental health support, physio, and more

Professional development, including: mentoring, lunch & learns, regular training, 1:1 management, and an open feedback culture

Engaging opportunities and internal programming globally, to foster new relationships and build upon our collaborative community. Including: happy hours, holiday parties, global "All Hands" meetings, "Artsy Salon" (a yearly exhibition of our team's creativity), attendance to art world events, and more

Please note that we do not accept applications sent by email. You should submit your application directly through our careers website!

Artsy has five core values that will inform your experience at Artsy.

For the Love of Art: We have relentless curiosity, empathy, and passion for collectors, artists, and the art market. We are here to make the art world more fair and welcoming.

Own Our Outcomes: We are all individual owners of Artsy's shared success. We are resourceful and resilient, and to get the job done, we each take responsibility for our outcomes.

Lead with Openness: We trust in our teammates. We seek diverse perspectives, communicate authentically, and act with integrity. A more open art world starts with us.

Transform Together: Our mission asks us to challenge the status quo. We embrace feedback, learning, and change so that we can transform our industry, our company, and ourselves.

Impact Over Perfection: Using both art and science, we debate and decide swiftly and iterate on our plans as we learn. To make the biggest impact, we prioritize speed and clarity of action over perfection.

Artsy is an equal opportunity employer. We value a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.