Customer Care Associate

About Role 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. 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. Responsibilities 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 Provide guidance, feedback, coaching, and support to the Customer Care team 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 Develop, maintain, and continuously improve Customer Care SOPs, macros, training materials, and internal resources Lead ongoing training and education for the Customer Care team, including new policies, products, promotions, systems, and processes Regularly audit customer interactions across Gorgias, including email, chat, phone, and other support channels, and provide actionable feedback to improve quality and consistency Partner closely with Operations, Retail, E-commerce, Merchandising, Bridal, and other internal teams to ensure the Customer Care team has accurate and timely information Identify recurring customer issues and feedback trends and recommend process, policy, or operational improvements Support customer-related operational processes including shipping claims, appraisals, custom orders, and other cross-functional resolutions as needed Maintain a high level of product and policy knowledge and ensure important business updates are effectively communicated to the Customer Care team Provide additional hands-on Customer Care support during high-volume periods when needed About You Exceptional written and verbal communication skills with a strong understanding of brand voice Customer-focused while using sound judgment to balance the needs of the customer and the business Confident handling complex customer situations and determining appropriate resolutions Highly organized and able to manage multiple priorities in a fast-paced environment Comfortable using data and reporting to identify trends and improve team performance Strong process-oriented mindset with experience developing SOPs, training materials, and scalable workflows Proactive problem-solver who identifies issues before they become larger problems Collaborative and comfortable working across multiple departments Able to adapt quickly as business priorities, products, policies, and customer needs evolve Comfortable providing clear direction and holding teams accountable to service standards Requirements 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 Jewelry experience required Experience with customer service platforms such as Gorgias or similar ticketing systems preferred 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 We offer generous employee discounts on our fine jewelry Paid time off 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