Part-Time Customer Experience Manager

About Us

STONE AND STRAND is a dynamic and thriving woman-owned fine jewelry brand, dedicated to offering exquisite, ethically sourced handcrafted pieces in New York City. 

Founded in 2012 with the goal of breaking the old school norms of high-end jewelry, we pride ourselves on delivering unparalleled quality and exceptional customer experience, with every piece designed to be an accessible indulgence. 

Our small passionate team is obsessed with fine jewelry, quality, and craftsmanship.  We pride ourselves on our team culture and delivering outsized results and high end customer experience.

ABOUT THE ROLE:

STONE AND STRAND is looking for an outstanding PT CX Manager in managing all touchpoints with our customers from emails to phone calls, including but not limited to the handling of repairs, returns, and exchanges. 
 

We’re a fast-moving company obsessed with delivering the best possible customer experience, and this role is absolutely central to our success. The ideal candidate will be extremely motivated, super organized, have an exceptional level of attention to detail, and be extremely committed to the best possible customer experience! This role will be a hybrid between the office and store to occasionally support our retail store if and when needed. 
 

POSITION TITLE: PT Customer Experience Manager

REPORTS TO:  Retail Sales & CX Director

KEY RESPONSIBILITIES:

• Serve as the key customer advocate within the company, ensuring customer happiness
• Ensure all emails, CX tickets, reviews, social media messages and comments are responded to in a timely manner
• Answer incoming customer calls
• Oversee processing of repairs, returns, and exchanges
• Fully understand post sale service operations and company procedures 
• See and utilize customer feedback on all aspects of their experience                                                                                                                                        
• Filing claims for lost goods or packages
• Weekly Reporting                                                                                                                               
• Serve as in-store support for our soho boutique, covering shifts for other coworkers when necessary 
• Share customer feedback or customer issues with appropriate team members for a quick resolution

JOB REQUIREMENTS:

• This role is in person; must be able to commute to our midtown office 

QUALIFICATIONS & SKILLS:

• 4-5 years of retail or customer service experience
• Jewelry experience and knowledge 
• Experience with Excel, Zendesk, and Shopify is a plus
• Associate’s Degree with a high GPA
• Energetic and highly motivated, able to work at a fast pace
• Process-oriented with an exceptional level of attention to detail 
• Highly organized with excellent time management skills
• People person; enthusiastic about connecting with and supporting people 
• Accountable by nature and able to take complete ownership for a complicated task
• Strong communication skills; written and verbal 

SCHEDULE:

• Hours will be around 28 hours per week.
• Mondays are a must for this role. Availability on Wednesdays, Fridays, and Saturdays is also ideal.
• Must be flexible to work weekends in the retail store if/when support is needed.
   

COMPENSATION & BENEFITS:

• $26 - $34/hour, depending on experience
• Employee discount
• PTO & Sick time accrual
• Commuter benefits
• 401(k) matching