Customer Experience and Marketplace Manager

Customer Experience & Marketplace Manager

Caskata Artisanal Home | Framingham, MA | In Office (Hybrid Considered)

You believe every customer deserves to feel taken care of. So do we.

At Caskata, we make beautifully designed dinnerware, glassware, and kitchen textiles for people who love gathering around a well-set table. Our customers are passionate about their homes, thoughtful about what they bring into them, and when something goes wrong they notice. This role exists to make sure they always feel heard, helped, and glad they chose us.

We're looking for a Customer Experience & Marketplace Manager who leads with both warmth and strategic thinking. Someone who can resolve a difficult situation with grace, manage complex wholesale and marketplace relationships with confidence, and help us build the systems and standards that make every customer interaction better over time.

Your primary focus is our DTC customers. We have a capable team member handling everyday inquiries, but the more complex situations will come to you- the ones that require good judgment, care, and someone who genuinely wants to get it right. You’ll also be helping us look ahead and anticipate problems before they reach the customer.

Beyond day-to-day customer interactions, you'll manage our wholesale and marketplace relationships which is a meaningful, but not overwhelming, part of the role at our current scale. Our partners include Nordstrom via Mirakl, Faire, Over the Moon via Fabric, Zola, Perigold, and a growing roster of restaurant, hospitality, and event rental clients. These relationships matter to us, and they benefit from someone who stays on top of them consistently and communicates with the same care we bring to our DTC customers.

This is also a role with real scope for growth. We're expanding our product line, growing our wholesale and marketplace presence, and building the team and infrastructure to support it. The right person won't just manage what exists — they'll help shape what comes next.

• Handle complex, sensitive, or escalated customer service inquiries with empathy, clarity, and a solutions-first mindset
• Provide guidance and support to our customer service team member handling day-to-day inquiries — helping set standards, share knowledge, and step in when situations elevate
• Identify patterns in customer issues and bring ideas for how to address them upstream
• Serve as the day-to-day contact for wholesale accounts, marketplace partners, and B2B clients — keeping communication timely and relationships warm
• Monitor order flow and account health across wholesale and marketplace channels, flagging anything that needs attention
• Coordinate with our operations and fulfillment team to ensure B2B orders are accurate and on time
• Keep accounts and customer cases organized — nothing falls through the cracks on your watch
• Build enough familiarity with our product line to speak to it confidently and help customers and partners find exactly what they need

• You have 4–6 years of experience in customer experience, account management, or marketplace operations — ideally in a product-based or DTC ecommerce business
• You're a natural communicator — warm, clear, and professional whether you're writing an email or on the phone with a frustrated customer
• You care about the product — people who love good design tend to do this job especially well
• You have a high threshold for patience and a genuine desire to help people, even when it's complicated
• You're highly organized and take real satisfaction in a clean task list and a well-resolved situation
• You're comfortable with the operational details of wholesale and marketplace channels — you understand how these relationships work and what it takes to keep them healthy
• You're energized by growth — you want to be part of building something, not just maintaining it
• You're someone who looks at a recurring problem and wants to fix it at the root, not just resolve the ticket

We are a small, close-knit team of people who work hard, look out for each other, and genuinely believe in what we make. We're moving into a new office and we're in an exciting chapter of growth where everyone who joins us will feel that their work matters, because it does.

This role is based in our Framingham office. We're open to a hybrid schedule for the right person, but we're looking for someone who wants to be here and be present, engaged, and part of the team.

Caskata is an equal opportunity employer. We believe diverse teams make better work and we welcome applicants of all backgrounds.