Customer Experience Manager (United States)

About the Company

Vaer Watches is an independent American watch company founded in Venice, California, in 2016. We design durable, purpose-built watches intended to transition easily between everyday life and the outdoors, with an emphasis on thoughtful design, water resistance, high-quality materials, and long-term reliability. Since launching our first watches in 2017, Vaer has grown into one of the largest independent watch assemblers in the United States, serving tens of thousands of customers through our direct-to-consumer business and Venice Beach showroom. We remain a small, highly involved team, and we’re looking for people who want to take meaningful ownership of their work and help build the next stage of the company.

About the Role

At Vaer, we’re committed to providing an exceptional customer experience from the first interaction through years of ownership. As a member of our Customer Experience team, you’ll play a critical role in helping customers choose the right watch, resolving issues quickly, and turning great service into long-term brand loyalty. The ideal candidate is driven, highly organized, self-directed, and genuinely interested in helping people. You should be comfortable operating in a fast-growing company where individual team members have significant responsibility and where improving the underlying system is just as important as solving the immediate problem. You’ll work closely with our operations, fulfillment, product, retail, and e-commerce teams to improve the processes and systems behind the Vaer customer experience.

Responsibilities

• Serve as a primary point of contact for Vaer customers across email, phone, live chat, and other customer-service channels.
• Quickly and accurately resolve issues involving orders, deliveries, returns, exchanges, warranties, repairs, and other customer concerns.
• Develop a detailed understanding of Vaer watches, movements, sizing, straps, specifications, and product differences in order to provide thoughtful recommendations to customers.
• Help customers select watches and accessories based on their preferences, intended use, wrist size, and budget.
• Understand Vaer’s shipping, fulfillment, warranty, repair, and return procedures from start to finish.
• Coordinate with our warehouse and operations teams to resolve problem orders efficiently.
• Track recurring customer issues and identify opportunities to improve products, policies, website information, and internal processes.
• Use Excel, Google Sheets, and internal systems to organize customer information and analyze recurring service issues.
• Monitor appropriate customer-experience metrics, including response times, resolution rates, satisfaction, returns, and common support requests.
• Work with company leadership to develop and implement new customer-service policies, procedures, and retention initiatives.
• Contribute directly to improving how Vaer communicates with customers throughout the entire ownership experience.

Qualifications

• Excellent written and verbal communication skills.
• Strong organizational, administrative, and problem-solving abilities.
• Highly detail-oriented, with the ability to manage multiple customer issues simultaneously.
• A creative problem solver who looks for better solutions rather than simply following the status quo.
• Comfortable working independently and taking ownership of problems from beginning to resolution.
• Flexible and resilient, with the ability to operate effectively in a fast-changing environment.
• Strong written grammar and an ability to communicate clearly and naturally with customers.
• Comfortable learning the technical details of watches and explaining them in straightforward language.
• Interest in watches, design, outdoor products, e-commerce, or consumer brands is a plus, but prior watch-industry experience is not required.

Pay range

$20–$30 per hour, depending on experience and location.