The Role & Team:
Our global CS team supports the diverse range of customers and artists on the Redbubble marketplace. You will be joining an energetic, smart, and dedicated team where every person makes an impact across the globe. You’ll collaborate regularly with teammates and partners across various locations including SF, Berlin and Colombia - virtually on a daily basis and via travel in person when global conditions permit.
We’re looking for a superstar to join the CS Operations team as our new Artist Support Manager. This role has clear ownership of Redbubble’s support of artists, responsible for success of the operation as measured in reply times, artist satisfaction, and quantifiable improvements to the artist support experience. You will work closely across our outsourced and internal teams to manage operations, escalations, and projects in our support of artists on RB. Within the team you will act as a catalyst to keep our team’s focus on artist issues and will provide functional guidance and mentorship to artist focused agents globally.
What you’ll do:
- Develop a deep understanding of artists using the Redbubble marketplace to ensure that their support needs and expectations are met
- Ensure that daily artist support operations run swiftly and smoothly by managing queue volumes, agent availability, and team performance
- Provide hands-on support and liaise across the business to resolve escalated issues
- Analyze incoming contact and team performance data to identify trends and conduct root cause analysis
- Partner on the development and deployment of effective self-help resources for Redbubble’s artists
What you bring:
- A deep subject matter expertise in customer, client, artist, and/or seller support with an emphasis on operational results
- Strong written and verbal communication skills in order to effectively collaborate across a variety of stakeholders
- Experience working with/for outsourcers in a metrics-driven environment is preferred
- Analytical capabilities to navigate complex data sets and derive actionable insights
- Familiarity with cloud-based helpdesks such as Zendesk a plus
About Redbubble:
Redbubble is a marketplace of over one million independent artists from all over the world who design and sell t-shirts, stickers, home decor, phone cases, and other awesome stuff.
Our team works to make sure their art is discovered, purchased, appreciated, and shared by customers everywhere. No matter what you do at the company, you can feel good knowing that you make it possible for creative people to connect with other creative people through designs they love. It’s not a bad gig.
Our Benefits:
Redbubble subscribes to the philosophy of total rewards, financial and non-financial, all wrapped in a caring and supportive workplace culture where you will learn and grow.
- Competitive base salary, plus a chance to own part of the RB business via equity grants
- Generous parental leave programs
- Medical, Dental, and Vision plans - some options covered for you and your dependents at 100%
- 401(k) with a 5% match
- 20 days paid vacation per year
- $100 gift code for our site upon starting, and 30% off thereafter
- Apple equipment
- And many more...ask us about it
We value open-minded, open-hearted teams, who reflect a diversity of experience, identity and perspective. Our differences make us smarter, and inclusive working cultures are healthy cultures. We are working hard to sustain a culture of belonging that promotes, advances and celebrates diverse identities and voices. We are committed to building a workforce that reflects the artist and customer communities that we serve.
Bringing more creativity into the world takes all the crayons in the box, and we’re excited to hear from you.