Customer Care Manager at Ring Concierge

<p><strong>About the 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 Manager to lead the day-to-day execution of our Customer Care function, manage our external Customer Care team, and keep every customer interaction aligned with the Ring Concierge brand and service standards.</p> <p>The ideal candidate is an experienced customer service professional who is highly organized, solutions-oriented, and comfortable balancing vendor management, customer escalations, reporting, and process improvement in a fast-paced environment.</p> <p><strong>Responsibilities</strong></p> <p><strong>Vendor Management</strong></p> <ul> <li>Own the relationship with our external Customer Care vendor, managing day-to-day performance, coaching, and accountability to our service standards and KPIs</li> <li>Act as the first line of escalation for complex customer situations, determining appropriate resolutions before looping in senior leadership or other internal teams</li> <li>Serve as the voice and brand expert for the team so every customer communication reflects our tone, policies, and product knowledge</li> <li>Manage team scheduling and coverage based on ticket volume, launches, promotions, holidays, and peak periods, and proactively adjust for coverage gaps</li> </ul> <p><strong>Customer Care Policy &amp; Standards</strong></p> <ul> <li>Define and maintain Customer Care policies (returns, exchanges, repairs, warranty, etc.) and train the team on how to apply and hold them with customers.</li> <li>Maintain a high level of product and policy knowledge and keep the team current on important business updates</li> <li>Identify recurring customer issues and feedback trends and recommend process, policy, or operational improvements</li> </ul> <p><strong>Training, Quality, and Reporting</strong></p> <ul> <li>Develop, maintain, and continuously improve Customer Care SOPs, macros, training materials, and internal resources.</li> <li>Lead ongoing training on new policies, products, promotions, systems, and processes</li> <li>Regularly audit customer interactions across Gorgias, including email, chat, phone, and other channels, and provide actionable feedback to improve quality and consistency</li> <li>Monitor Customer Care KPIs, service levels, ticket volume, response and resolution times, and escalation trends, and prepare regular performance reporting</li> <li>Support development of AI-powered Customer Care tools so automated responses reflect our voice, policies, and service standards</li> </ul> <p><strong>Cross-Functional and Operational Support</strong></p> <ul> <li>Partner closely with Operations, Retail, E-commerce, Merchandising, Bridal, and other internal teams to keep the Customer Care team informed and aligned.</li> <li>Manage custom order support including CADs/renderings and appraisals, keeping customers informed at each stage</li> <li>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</li> <li>Provide additional hands-on Customer Care support during high-volume periods when needed</li> </ul> <p><strong>About You</strong></p> <ul> <li>Strong communicator who sets clear expectations and holds an external partner accountable to service standards</li> <li>Confident handling complex customer situations and determining appropriate resolutions</li> <li>Highly organized and process-oriented, comfortable managing multiple priorities in a fast-paced environment</li> <li>Comfortable working independently while managing an outsourced team, knowing when to escalate and align with management</li> <li>Collaborative across departments and adaptable as priorities, products, and policies evolve</li> </ul> <p><strong>Requirements</strong></p> <ul> <li>5+ years of experience in Customer Care within a jewelry company required</li> <li>Previous experience managing, coaching, or providing day-to-day oversight of a Customer Care team, including outsourced or vendor-managed teams</li> <li>Experience with customer service platforms such as Gorgias or similar ticketing systems</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 &amp; Dental Insurance for full-time employees</li> <li>Generous employee discounts on our fine jewelry</li> <li>Paid time off, Summer Fridays, and an extra allowance of 3 days annually for religious observances</li> <li>Compensation for the role will be determined based on the candidate's qualifications, skills, and experience.&nbsp; The estimated annual compensation for this role is $90,000+ <div class="job-alert job-alert--margin"> <div>&nbsp;</div> </div> </li> </ul>