Customer Experience Lead

About Commonplace

Commonplace is a payments & delivery enabled marketplace for big things like furniture, fitness equipment, golf carts, appliances, saunas, cold plunges. We do what Facebook Marketplace can't: professional pickup, item inspection, delivery, and installation through a nationwide logistics network, with buyer vetting and seller reach up to 1,000 miles.

We've been featured in the WSJ, TechCrunch, CNBC, Fast Company, and The Financial Times. We have strong product-market fit and a growing two-sided marketplace with thousands of buyer & seller customers across the US. 

Role & Responsibilities

You'll join our Customer Experience team and be the connective tissue between our buyers, sellers, and drivers. Every order on Commonplace involves real people, real logistics, and real timelines, and this role makes sure all three line up. You'll own the full customer experience at Commonplace — from the moment a buyer first reaches out, through closing the sale, through coordinating pickup and delivery, all the way to a successful install and post-purchase follow-up. You'll talk to customers every day, coordinate pickups and deliveries across the country, and make sure each transaction lands the way it should.

This is a high-volume, high-touch role. You'll be on the phone, in the inbox, and on our logistics platform constantly. If you love the satisfaction of a complicated day that ends with every customer taken care of and every truck where it needs to be, you'll like it here.

What You'll Own

• Front-line customer communication across email, phone, SMS, and chat for buyers, sellers, and prospects 
• Coordinating pickup and delivery logistics with our network of drivers nationwide 
• Managing inbound order flow from first inquiry through successful delivery and installation 
• Acting as the closer on high-intent buyer conversations, answering questions, building trust, getting deals across the line 
• Driver oversight: dispatch, scheduling, quality control, issue resolution 
• Owning the customer experience end-to-end and flagging patterns the team should know about

Who You Are

You genuinely like talking to people. Phone calls don't drain you, they energize you. You're organized to a fault. Nothing falls through the cracks on your watch. You write clearly and quickly. You can match the tone to the situation. You like sales. Not pushy sales, the kind where you actually help someone make a good decision. You're calm when things get messy. A delivery falls through, a driver runs late, a buyer is upset, you handle it. You're detail-oriented. You catch the address typo, the missing measurement, the wrong pickup window. You want to learn how an early-stage company actually works, and you want to be in the room.

This role is a strong fit if you:

• Have 0-2 years experience in customer-facing roles, sales, operations, hospitality, or any environment where you've managed high volumes of communication and details
• Genuinely enjoy talking to people, especially on the phone, and can match tone to the situation
• Are highly organized and detail-oriented — nothing falls through the cracks on your watch
• Communicate exceptionally well in writing and verbally
• Have a sales instinct — you like helping people make good decisions and closing deals
• Stay calm under pressure when deliveries fall through, drivers run late, or buyers are upset
• NYC-based with ability to work in the Flatiron office 5 days per week
• Comfortable owning customer relationships end-to-end and representing Commonplace to buyers, sellers, and drivers
• Eager to learn how an early-stage company actually works and grow alongside it
• Comfort working in a fast-paced startup environment

What We Offer

• Compensation: $58,000-$70,000 annual salary equity
• Benefits: Generous company holidays, prime Flatiron office location
• A passionate, ambitious, and fun team who are powered by our values and purpose
• Ground-floor opportunity at a fast-growing startup & ability to grow with the company
• A chance to directly shape the future of secondhand commerce

The offered salary or salary range is based on several factors, including, but not limited to, overall experience, relevant experience, education level, certifications, applicable skills and expertise.