Remote CX Lead for Luxury Jewelry — Customer Ops

Calavera New York; Región Centro; Remote; MXN 508,000 - 608,000; Full time

Benefits offered by this job

Remote work

Growth opportunity

Competitive pay 50k MXN

Job summary

Calavera New York is seeking a remote Customer Service Manager to own the customer experience, oversee order fulfillment, and lead a small team. You will handle pre-purchase inquiries, shipping issues, returns, and work with operations and marketing to maintain a luxury brand experience.

This is a remote contractor role based in Mexico, with responsibilities across email, chat, and phone. This role requires advanced English, US company experience, and hands-on use of Zendesk or Gorgias.

Qualifications

• Advanced written and spoken English is required for US-based customers.
• Experience working at a US-based e-commerce or tech company.
• Hands-on experience with Zendesk or Gorgias for helpdesk support.
• Familiarity with shipping platforms (Shippo, Easyship, ShipStation).
• Knowledge of Shopify, BigCommerce, or Medusa is a plus.

Responsibilities

• Own customer support across email, chat, and phone to reflect a luxury brand experience.
• Lead a two-person customer service team and set performance standards.
• Manage helpdesk workflows, macros, and response time goals.
• Oversee shipping, tracking, and delivery issues with carriers.
• Handle returns, exchanges, and resizing; drive process improvements.
• Leverage AI tools to speed responses while preserving personal touch.

Skills

Advanced English

US company experience

Zendesk

Gorgias

Shippo

Easyship

ShipStation

Shopify

BigCommerce

Medusa

UPS

FedEx

USPS

AI tools

Tools

Zendesk

Gorgias

Shippo

Easyship

ShipStation

Job description

Calavera New York is seeking a remote Customer Service Manager to own the customer experience, oversee order fulfillment, and lead a small team. You will handle pre-purchase inquiries, shipping issues, returns, and work with operations and marketing to maintain a luxury brand experience.

This is a remote contractor role based in Mexico, with responsibilities across email, chat, and phone. This role requires advanced English, US company experience, and hands-on use of Zendesk or Gorgias.