About Invaluable:

Invaluable is the world’s leading online marketplace for fine art, antiques, and collectibles. Working with more than 4,000 of the world’s premier auction houses, dealers, and galleries, Invaluable helps buyers from 200 countries connect with the things they love. With best-in-class online bidding technology, along with a fixed-price retail platform, Invaluable provides sellers with e-commerce and marketing solutions, as well as auction management software. Recently called “one of the fastest growing e-commerce sites in the art world” by Blouin ArtInfo, Invaluable has also been recognized by Deloitte’s 2015 Technology Fast 500™ and the 2015 EY Entrepreneur Of The Year® program. Headquartered in Boston, Invaluable also has offices in the United Kingdom, France, Germany, Belgium and Australia

Job Summary: 

We are building a best-in-class Customer Care department and are looking for someone to manage our US Customer Care team. The ideal candidate should be comfortable working in a fast-paced environment, can be a strong advocate for their team and our customers, and is an outstanding communicator.

In this role, you would be directly managing 3 team members, working alongside team managers in the UK and Manila, and reporting to the Director of Customer Care.

Primary Responsibilities:

• Day-to-day management of the US Customer Care team (2 team members in the Boston office and 1 working remotely) to deliver the best possible service to customers.
• Empower and motivate the team with a positive attitude.
• Advocate for the team’s needs and collaborate with internal stakeholders on process improvements.
• Handle customer escalations with tact and exercise best judgment.
• Monitor newly reported bugs to ensure that all required details are on the ticket and work cross-departmentally to reach a resolution.
• Regularly review and contribute to our internal and external knowledgebases as features and processes change.

Desired Skills and Experience:

• The successful candidate must have the following experience, skills, and education:
• Have 1+ years leading a team
• Has 5+ years of experience in a SaaS or customer service environment
• Enthusiastic about helping people and solving tough problems
• Demonstrated aptitude and love of providing exceptional & detail oriented customer service
• Outstanding verbal, written, organizational and interpersonal skills

Nice to have:

• Experience with SalesForce
• Familiarity with the auction and/or art industry