The Role
As a Customer Experience Associate, you will provide personalized support to customers through various channels, manage order processing, and collaborate with cross-functional teams to resolve issues, ensuring a positive experience.
Summary Generated by Built In
Catbird, a fine jewelry company, is currently looking for a thoughtful, detail‑oriented Customer Service
Associate to join our Customer Experience department. This role sits at the intersection of customer care
and operations and is best suited for someone who enjoys figuring things out, working through manual
processes, and taking ownership of their work.
You’ll support customers across multiple channels while also managing behind‑the‑scenes processing
work that keeps orders moving accurately and on time. We’re looking for someone experienced, steady,
and curious - who brings a point of view and a positive attitude. This role is a hybrid role located at our
Brooklyn Navy Yard office.
SCHEDULE: Monday - Friday 9:30am - 6pm (Mondays & Fridays are remote)
Key Responsibilities
- Provide warm, personalized support across email, live chat, and social media within a 24-hour SLA
- Navigate multiple systems, spreadsheets, and internal tools to research order status, product details, and customer questions
- Learn and consistently communicate Catbird’s brand voice across all customer touchpoints
- Offer confident guidance on product details, styling, sizing, and jewelry care
- Resolve customer issues with empathy, clarity, and strong judgment
- Balance high-touch customer communication with detailed, manual processing and administrative work
- Independently manage administrative workflows including repairs processing, returns/exchanges, and POS-based replacements
- Investigate and reconcile discrepancies across order management systems, POS, inventory, and supporting documentation
- Partner cross-functionally with store, fulfillment, inventory, merchandising, and shipping teams to drive issues to resolution end-to-end
- Accurately document actions, decisions, and follow-ups to ensure consistency and accountability
- Manage multiple cases simultaneously while maintaining accuracy, organization, and follow-through
- Take ownership of issues from first contact through final resolution
- Communicate clearly and consistently via Slack and email
- Identify patterns, inefficiencies, and recurring issues, and flag opportunities for improvement
- Contribute ideas that help improve both customer experience and internal workflows
Our Ideal Candidate
- 1+ years of experience in e‑commerce or customer experience
- Comfortable working in a highly administrative, process‑heavy environment
- Naturally investigative - you like digging into details and connecting dots
- Organized, reliable, and able to manage your workload independently
- Calm, kind, and solutions‑focused, even when things get complicated
- Thoughtful communicator with a clear point of view
- Tech‑comfortable and quick to learn new systems
- Experience with jewelry or luxury brands is a plus
- Experience with Kustomer or POS systems is a plus
Top Skills
Kustomer
Pos Systems
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The Company
What We Do
In addition to working with some of the world’s most exciting jewelry designers, we design and manufacture our own Catbird line. Our mission is to make beautiful, sparkling jewelry that will bring you joy now through forever. We believe that even very special jewelry can be worn everyday.
Our jewelry is made in our Brooklyn studio with ethically sourced gold and all stones are conflict-free.
Catbird is a proud member of the CFDA, is certified Made in New York™ and is a member of No Dirty Gold.
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