Customer Experience Lead

Kate & Kole Pty Ltd; Newcastle City Council; On-site; AUD 60,000 - 80,000; Full time

Job summary

Kate & Kole Pty Ltd, an Australian-made fine jewellery studio based in Newcastle, seeks a customer-enquiries specialist to own and nurture conversations across live chat, Instagram and email. You will guide clients to the right team, coordinate appointments, and drive sales while preserving a memorable brand experience.

You will engage across engagement, wedding, fine jewellery, repairs and after-sales inquiries, ensuring efficient, warm communication and timely follow-ups.

Qualifications

• Experience in customer service or sales
• Retail jewellery or other considered-purchase category preferred
• Excellent written communication; warm, clear and informative
• Efficient, organised and able to hold many conversations at once
• Comfortable with digital channels and knowing when to move conversations offline

Responsibilities

• Own live chat, Instagram, email and other digital enquiry channels
• Respond quickly and accurately with the expected tone
• Qualify each enquiry: client needs, timeline, guidance needed
• Route enquiries to the right team with context; avoid repetitive questions
• Convert enquiries into studio appointments when in-person experience is best
• Follow up on quotes, conversations and bookings to keep momentum
• Manage after-sales enquiries and second-purchase conversations
• Build and improve templates, routing rules, follow-up timing and handover standards
• Report on enquiry volume, response times, conversion to appointment, and loss points

Skills

Customer empathy

Written communication

Multi-tasking

Digital tools familiarity

Job description

Most people meet Kate & Kole virtually. They message on Instagram, open a live chat, or email a question about a ring they have been thinking about for months. This role owns and nurtures every one of those first conversations. You are the person who answers, understands what someone is actually asking and gets them to the right place. You will work across the whole studio, not one category. Engagement, wedding, fine jewellery, repairs and after-sales enquiries all come to you first. This role is about creating an unforgettable customer experience and driving sales.

About the role

Most people meet Kate & Kole virtually. They message on Instagram, open a live chat, or email a question about a ring they have been thinking about for months. This role owns and nurtures every one of those first conversations. You are the person who answers, understands what someone is actually asking and gets them to the right place. You will work across the whole studio, not one category. Engagement, wedding, fine jewellery, repairs and after-sales enquiries all come to you first. This role is about creating an unforgettable customer experience and driving sales.

Key responsibilities

• Own live chat, Instagram, email and every other digital enquiry channel
• Respond quickly and accurately, with the tone and standard clients expect
• Qualify each enquiry: what the client wants, their timeline, and how much guidance they need
• Route enquiries to the right team member with the context already gathered, so nothing is asked twice
• Convert enquiries into studio appointments wherever an in-person experience serves the client better
• Follow up on quotes, open conversations and appointment bookings so nothing goes cold
• Manage after-sales enquiries and second-purchase conversations
• Build and improve the processes behind all of this: response templates, routing rules, follow-up timing and handover standards
• Report on enquiry volume, response times, conversion to appointment, and where enquiries are being lost

About you

• You are someone who thrives when collaborating with customers and creating positive experiences with them. You understand that customer service is about connection, efficiency and delivery.
• You are skilled at creating invaluable brand experiences at every possible touchpoint for our customers
• Experience in customer service, sales or client experience, ideally in retail, jewellery or another considered-purchase category
• Excellent written communication; you are be warm, clear and informative at the same time
• Efficient, organised and comfortable holding many open conversations at once without dropping any balls
• Confident with digital tools and social platforms, and the judgement to know when a conversation should move offline
• A genuine interest in the product and the client, not just closing the enquiry

Preferably this is a full-time role and will be based in our Honeysuckle studio in Newcastle. If you require flexibility please don’t hesitate to ask.

ABOUT KATE & KOLE

Kate & Kole is an Australian-made, female-founded fine jewellery studio specialising in engagement rings, wedding bands and meaningful pieces. Based in Newcastle, we're guided by sustainability, ethical transparency and thoughtful design - blending modern technology with traditional jewellery-making practices. Founded by friends Sara and Madalynne in 2015, the Founders shared a vision of creating sustainable, quality, design-led fine jewellery. What started as a side project from home has grown into a fully-fledged, Australian-born international brand.

We pride ourselves on making almost everything ourselves, from our own studios in Newcastle and Brisbane. In 2026 we launched Kate & Kole in New York with Australian Design Curators, We Wear Australian.

EMPLOYEE EXPERIENCE

Employee Experience is our north star. We pride ourselves in creating a supportive and caring working environment and we invest in helping our people to learn, grow and thrive. Our Culture Code shapes how we work together, built on six key values: Respect & Kindness, Honesty & Openness, Creativity & Curiosity, Responsibility & Integrity, Collaboration & Support, and Sustainability & Purpose.