Customer Care Associate

<p><strong>About Role</strong></p>
<p>Ring Concierge is a rapidly growing fine jewelry company specializing in engagement rings and fine jewelry. We are looking for a Customer Care Associate to help lead the day-to-day execution of our Customer Care function and ensure every customer interaction reflects the Ring Concierge brand and service standards.</p>
<p>The ideal candidate is an experienced customer service leader who is highly organized, solutions-oriented, and comfortable balancing team management, customer escalations, reporting, and process improvement in a fast-paced environment.</p>
<p><strong>Responsibilities</strong></p>
<ul>
<li>Serve as the voice and brand expert for the Customer Care team, ensuring customer communications consistently reflect our tone, policies, product knowledge, and service standards</li>
<li>Provide guidance, feedback, coaching, and support to the Customer Care team</li>
<li>Act as the first line of escalation for complex customer situations, helping the team determine appropriate resolutions before escalating issues to senior leadership or other internal teams</li>
<li>Develop, maintain, and continuously improve Customer Care SOPs, macros, training materials, and internal resources</li>
<li>Lead ongoing training and education for the Customer Care team, including new policies, products, promotions, systems, and processes</li>
<li>Regularly audit customer interactions across Gorgias, including email, chat, phone, and other support channels, and provide actionable feedback to improve quality and consistency</li>
<li>Partner closely with Operations, Retail, E-commerce, Merchandising, Bridal, and other internal teams to ensure the Customer Care team has accurate and timely information</li>
<li>Identify recurring customer issues and feedback trends and recommend process, policy, or operational improvements</li>
<li>Support customer-related operational processes including shipping claims, appraisals, custom orders, and other cross-functional resolutions as needed</li>
<li>Maintain a high level of product and policy knowledge and ensure important business updates are effectively communicated to the Customer Care team</li>
<li>Provide additional hands-on Customer Care support during high-volume periods when needed<strong><br></strong></li>
</ul>
<p><strong>About You</strong></p>
<ul>
<li>Exceptional written and verbal communication skills with a strong understanding of brand voice</li>
<li>Customer-focused while using sound judgment to balance the needs of the customer and the business</li>
<li>Confident handling complex customer situations and determining appropriate resolutions</li>
<li>Highly organized and able to manage multiple priorities in a fast-paced environment</li>
<li>Comfortable using data and reporting to identify trends and improve team performance</li>
<li>Strong process-oriented mindset with experience developing SOPs, training materials, and scalable workflows</li>
<li>Proactive problem-solver who identifies issues before they become larger problems</li>
<li>Collaborative and comfortable working across multiple departments</li>
<li>Able to adapt quickly as business priorities, products, policies, and customer needs evolve</li>
<li>Comfortable providing clear direction and holding teams accountable to service standards</li>
</ul>
<p><strong>Requirements</strong></p>
<ul>
<li>3-5 years of experience in Customer Care, Customer Experience, or a related function, preferably within e-commerce, retail, luxury, or a high-touch consumer brand</li>
<li>Experience with customer service platforms such as Gorgias or similar ticketing systems preferred</li>
<li>Experience with Shopify and other e-commerce platforms is a plus</li>
<li>Strong proficiency in Excel/Google Sheets, Microsoft Office, and Google Workspace</li>
<li>Experience creating reporting, SOPs, training materials, and quality assurance processes</li>
<li>Bachelor's Degree preferred</li>
</ul>
<p><strong>Details</strong></p>
<ul>
<li>Full-time role located in NYC, requiring 4 days per week in office</li>
<li>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)</li>
<li>Must be available to provide evening, weekend, and holiday coverage during peak periods, including major promotions, launches, and the holiday season</li>
<li>Health, Vision & Dental Insurance for full-time employees</li>
<li>We offer generous employee discounts on our fine jewelry</li>
<li>Paid time off</li>
<li>Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated base compensation for this role is $55,000</li>
</ul>