HiringCafe
Posted 2d ago

Customer Service and Order Management

@ Arcade
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San Francisco, California, United States
OnsiteAll Commitments Available
Responsibilities:Responding inquiries, Onboarding makers, Managing data
Requirements Summary:Support customer service, maker onboarding, product data, and order management; strong organization and startup experience; effective communicator.
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Job Description

About Arcade

Arcade is building the world’s first AI physical product creation platform, where imagination becomes reality. Our platform lets anyone design, purchase, and sell custom, manufacturable products using natural language and generative AI. We believe everyone should have the power to create physical goods as easily as they post online, and we’re building the infrastructure to make that real (see this TechCrunch article, Information article, and Inc article for more). Makers benefit by being able to offer endless assortment, influencers benefit by designing product lines that monetize their audience, and consumers benefit from having exactly the product they want.

We’ve raised $42M from a world-class group of investors, including Reid Hoffman, Forerunner Ventures (Kirsten Green), Canaan Partners (Laura Chau), Adverb Ventures (April Underwood), Factorial Funds (Sol Bier), Offline Ventures (Brit Morin), Sound Ventures (Ashton Kutcher), Inspired Capital (Alexa von Tobel), and Torch Capital (Jonathan Keidan). Our angel investors include Elad Gil, Ev Williams, Marissa Mayer, Sara Beykpour, Kayvon Beykpour, Anna Veronika Dorogush, Eugenia Kuyda, David Luan, Sharon Zhou, Kelly Wearstler, Karlie Kloss, Colin Kaepernick, Christy Turlington Burns, and Jeff Wilke.

Arcade is headquartered in San Francisco’s Presidio and led by serial entrepreneur Mariam Naficy (Minted, Eve), and a mission-driven team from Google, Apple, Stability AI, Glean, NVIDIA, Databricks, LinkedIn, Stanford, MIT, Berkeley, and more. Arcade’s Chief AI Officer is Varun Jampani, a leading researcher who co-authored Dreambooth and created Stable Diffusion 3.5, among other things. Raghudeep Gadde, Head of Research at Arcade, was formerly a Principal Scientist at Amazon. Together, we’re pioneering a new category at the intersection of AI, personal expression, and on-demand manufacturing, and we’re building fast.

Role Summary

We are looking for a highly entrepreneurial, organized Associate to support customer service, maker enablement and order management as Arcade grows and scales. This role requires a customer-centric approach to ensure every customer and maker experience meets or exceeds expectations. You will partner with Supply Chain, Engineering and Marketing to meet the company’s category expansion goals (both launching new categories as well as completing recently launched categories). This role requires cross-functional partnership to understand how customers and makers experience Arcade and its platform. Responsibilities will require creative thinking and hands-on implementation, requiring someone who thrives in a fast-paced, evolving environment.

Responsibilities

Customer Service

  • Respond to customer service inquiries in a timely, professional manner, ensuring a high-quality customer experience

  • Maintain knowledge base and FAQs to enable customer self-service

New Maker Onboarding

  • Collect and validate required information from new makers to set them up in Arcade systems and on the platform

  • Create and QA maker storefronts and maker landing page

  • Support the creation of new categories in Arcade systems through data entry

  • Respond to questions from new and prospective makers

Product Data

  • Manage product data across maker storefronts

  • Maintain product pricing schedules and maker shipping data

  • Set up data tables for product detail pages

Order Management

  • Monitor all orders and samples to ensure high quality and timely delivery

  • Escalate issues with orders and samples in a timely manner so stakeholders can find solutions when necessary

  • Identify, troubleshoot and resolve order-related issues when they arise

  • Proactively reach out to and follow up with makers to manage timely delivery of orders and samples

  • Coordinate with makers on order needs and questions

  • Support order flow with shipping and logistics coordination

This role is ideal for someone who enjoys organizing data and information, who is service-oriented and operates with a high sense of responsibility and urgency.

Qualifications

  • Excellent organizational skills and the ability to manage a multitude of tasks simultaneously

  • Excellent communication skills and comfort working in a fast-paced startup environment.

  • Demonstrated experience with customer service platforms

  • Hands-on experience with vendor and supplier management

  • Strong attention to detail, sound judgment in anticipating challenges and effective problem-solving skills

  • Bachelor’s in Business, Operations, Supply Chain or Liberal Arts

Applicants must be authorized to work in the United States on a full-time basis for any employer. At this time, Arcade AI is unable to sponsor or assume sponsorship of an employment visa.

Arcade is an Equal Opportunity Employer committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities and perspectives and will consider all qualified applicants for employment in accordance with all state, local, and federal laws.