Maintain a high level of product and policy knowledge and keep the team current on important business updates
Identify recurring customer issues and feedback trends and recommend process, policy, or operational improvements
Training, Quality, and Reporting
Develop, maintain, and continuously improve Customer Care SOPs, macros, training materials, and internal resources.
Lead ongoing training on new policies, products, promotions, systems, and processes
Regularly audit customer interactions across Gorgias, including email, chat, phone, and other channels, and provide actionable feedback to improve quality and consistency
Monitor Customer Care KPIs, service levels, ticket volume, response and resolution times, and escalation trends, and prepare regular performance reporting
Support development of AI-powered Customer Care tools so automated responses reflect our voice, policies, and service standards
Cross-Functional and Operational Support
Partner closely with Operations, Retail, E-commerce, Merchandising, Bridal, and other internal teams to keep the Customer Care team informed and aligned.
Manage custom order support including CADs/renderings and appraisals, keeping customers informed at each stage
Partner with our warehouse and shipping/insurance partners on client-related inquiries and claims, including missing shipments, item discrepancies, return-to-sender packages, return escalations, and filed claims
Provide additional hands-on Customer Care support during high-volume periods when needed
About You
Strong communicator who sets clear expectations and holds an external partner accountable to service standards
Confident handling complex customer situations and determining appropriate resolutions
Highly organized and process-oriented, comfortable managing multiple priorities in a fast-paced environment
Comfortable working independently while managing an outsourced team, knowing when to escalate and align with management
Collaborative across departments and adaptable as priorities, products, and policies evolve
Requirements
5+ years of experience in Customer Experience required, experience within a jewelry company preferred
Previous experience managing, coaching, or providing day-to-day oversight of a Customer Care team, including outsourced or vendor-managed teams
Experience with customer service platforms such as Gorgias or similar ticketing systems
Experience with Shopify and other e-commerce platforms is a plus
Strong proficiency in Excel/Google Sheets, Microsoft Office, and Google Workspace
Experience creating reporting, SOPs, training materials, and quality assurance processes
Bachelor's Degree preferred
Details
Full-time role located in NYC, requiring 4 days per week in office
Office Hours: 9:00 am to 6:00 pm, with the knowledge that we have a startup culture and your day may extend past listed office hours (with the possibility of weekends during busy season or sales)
Must be available to provide evening, weekend, and holiday coverage during peak periods, including major promotions, launches, and the holiday season
Health, Vision & Dental Insurance for full-time employees
Generous employee discounts on our fine jewelry
Paid time off, Summer Fridays, and an extra allowance of 3 days annually for religious observances
Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated annual compensation for this role is $90,000+
