Customer Service and Order Management

Arcade•San Francisco, CA

About The Position

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. 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.

Requirements

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.

Responsibilities

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
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
Manage product data across maker storefronts
Maintain product pricing schedules and maker shipping data
Set up data tables for product detail pages
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