Handmade Marketplace Service Lead

PHP, Customer Support, Marketing, MySQL, Creative Writing, Customer Service, Zendesk, Social Media Management · 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