Handmade Marketplace Service Lead

HereCraft is a growing online marketplace devoted exclusively to handcrafted goods, and I’m looking for an experienced professional to own the full customer-service loop. All product listing and vendor management are handled in-house; your single, laser-focused mission is to keep every buyer interaction smooth, warm, and memorable. You should already be working at an advanced level—think Zendesk, Gorgias, Freshdesk, or similar ticketing suites—comfortably juggling live-chat, email, and social responses while turning potentially tense moments into fans for life. Deep familiarity with the nuances of artisan products is a plus, because our audience expects thoughtful answers about materials, custom options, and maker stories. Core scope • Respond to pre-sale questions, shipping or customization queries, and any post-purchase issues such as returns or replacements. • Proactively flag recurring concerns, suggesting FAQ updates or policy tweaks. • Compile concise weekly reports on ticket volume, first-response time, and customer sentiment so we can continue refining the platform. Acceptance criteria • Average first reply under one hour during agreed coverage windows. • CSAT maintained at 95 % or higher, measured via our built-in feedback prompt. • Weekly summary delivered every Friday, highlighting key metrics and recommended action items. If handcrafted marketplaces excite you and you have the calm, confident voice buyers remember, I’d love to hear how you’d elevate HereCraft’s customer experience.