Job Details

Description

Join our Customer Experience team and be part of a dynamic environment where you'll help jewelers worldwide create unforgettable moments for their customers! The Customer Care Operations team supports call center excellence by partnering with leadership to optimize staffing, streamline training, and ensure a balance of structure and flexibility. The team drives performance through data-driven planning, ongoing development, and real-time workforce management.

We're looking for a dedicated, customer-focused professional to join our team as Assistant Customer Care Manager. In this role, you'll support leadership in guiding the customer care team, helping ensure every interaction is handled with professionalism, empathy, and efficiency. You'll assist with coaching, handle escalations, and contribute to improving customer experiences.

Key Responsibilities

• Support leadership in coaching and guiding the customer care team.
• Help address escalated customer concerns with urgency and care.
• Provide feedback and encouragement to team members to enhance performance.
• Assist with monitoring service levels and identifying areas for improvement.
• Participate in onboarding and training new team members.
• Maintain accurate and timely updates in CRM and other systems.
• Collaborate with leadership to improve processes, workflows, and customer experiences.
• Assist with daily reporting needs.

• Strong communication, decision-making, and problem-solving skills.
• Ability to adapt quickly and stay positive under pressure.
• Self-motivated, proactive, and committed to excellence.
• Flexible schedule to meet evolving business needs.

• Management experience in a customer service or call center environment.
• Experience with the below systems or equivalent
  • Oracle
  • Five9
  • Verint
  • LevelAI
  • Salesforce