Ecommerce Customer Experience Manager

About the Role

Ring Concierge is a rapidly growing fine jewelry company specializing in engagement rings and fine jewelry. We are looking for a Ecommerce Customer Experience Manager to lead the day-to-day execution of our Customer Experience function, manage our external Customer Experience team, and keep every customer interaction aligned with the Ring Concierge brand and service standards.

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.

Responsibilities

Vendor Management

• Own the relationship with our external Customer Care vendor, managing day-to-day performance, coaching, and accountability to our service standards and KPIs
• Act as the first line of escalation for complex customer situations, determining appropriate resolutions before looping in senior leadership or other internal teams
• Serve as the voice and brand expert for the team so every customer communication reflects our tone, policies, and product knowledge
• Manage team scheduling and coverage based on ticket volume, launches, promotions, holidays, and peak periods, and proactively adjust for coverage gaps

Customer Care Policy & Standards

• Define and maintain Customer Care policies (returns, exchanges, repairs, warranty, etc.) and train the team on how to apply and hold them with customers.
• Maintain a high level of product and policy knowledge and keep the team current on important business updates
• Identify recurring customer issues and feedback trends and recommend process, policy, or operational improvements

Training, Quality, and Reporting

• Develop, maintain, and continuously improve Customer Care SOPs, macros, training materials, and internal resources.
• Lead ongoing training on new policies, products, promotions, systems, and processes
• Regularly audit customer interactions across Gorgias, including email, chat, phone, and other channels, and provide actionable feedback to improve quality and consistency
• Monitor Customer Care KPIs, service levels, ticket volume, response and resolution times, and escalation trends, and prepare regular performance reporting
• Support development of AI-powered Customer Care tools so automated responses reflect our voice, policies, and service standards

Cross-Functional and Operational Support

• Partner closely with Operations, Retail, E-commerce, Merchandising, Bridal, and other internal teams to keep the Customer Care team informed and aligned.
• Manage custom order support including CADs/renderings and appraisals, keeping customers informed at each stage
• 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
• Provide additional hands-on Customer Care support during high-volume periods when needed

About You

• Strong communicator who sets clear expectations and holds an external partner accountable to service standards
• Confident handling complex customer situations and determining appropriate resolutions
• Highly organized and process-oriented, comfortable managing multiple priorities in a fast-paced environment
• Comfortable working independently while managing an outsourced team, knowing when to escalate and align with management
• Collaborative across departments and adaptable as priorities, products, and policies evolve

Requirements

• 5+ years of experience in Customer Experience required, experience within a jewelry company preferred
• Previous experience managing, coaching, or providing day-to-day oversight of a Customer Care team, including outsourced or vendor-managed teams
• Experience with customer service platforms such as Gorgias or similar ticketing systems
• 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
• Generous employee discounts on our fine jewelry
• Paid time off, Summer Fridays, and an extra allowance of 3 days annually for religious observances
• Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated annual compensation for this role is $90,000+