Ecommerce Customer Experience Manager

Job Description

About the Role

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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.

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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.

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Responsibilities

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Vendor Management

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

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

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

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

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

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• 5+ years of experience in Customer Experience required, experience within a jewelry company preferred
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• Previous experience managing, coaching, or providing day-to-day oversight of a Customer Care team, including outsourced or vendor-managed teams
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• Experience with customer service platforms such as Gorgias or similar ticketing systems
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• Experience with Shopify and other e-commerce platforms is a plus
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• Strong proficiency in Excel/Google Sheets, Microsoft Office, and Google Workspace
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• Experience creating reporting, SOPs, training materials, and quality assurance processes
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• Bachelor's Degree preferred
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Details

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• Full-time role located in NYC, requiring 4 days per week in office
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• 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)
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• Must be available to provide evening, weekend, and holiday coverage during peak periods, including major promotions, launches, and the holiday season
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• Health, Vision & Dental Insurance for full-time employees
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• Generous employee discounts on our fine jewelry
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• Paid time off, Summer Fridays, and an extra allowance of 3 days annually for religious observances
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• 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+
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