Customer Care Manager

Ring Concierge, LLC; New York (NY); On-site; USD 81,000 - 99,000; Full time

Benefits offered by this job

Health, Vision & Dental Insurance

Employee discount on fine jewelry

Paid time off & Summer Fridays

3 religous observance days (annual)

Job summary

Ring Concierge is seeking a Customer Care Manager to lead day-to-day customer care operations, manage an external vendor, and ensure every interaction reflects the Ring Concierge brand and service standards. The role blends vendor management, escalations, reporting, and process improvement in a fast-paced environment.

You will own policies, train the team, audit communications across channels, and partner with Operations, Retail, and other teams to maintain exceptional service during peak

Qualifications

• 5+ years of experience in Customer Care within a jewelry company.
• Experience managing outsourced or vendor-managed Customer Care teams.
• Experience with Gorgias or similar ticketing systems.
• Experience with Shopify and other e-commerce platforms.
• Strong Excel/Google Sheets and Microsoft Office skills.
• Bachelor’s Degree preferred.

Responsibilities

• Oversee external Customer Care vendor and ensure KPI targets.
• Own escalation processes and resolve complex customer cases.
• Ensure tone, policies, and product knowledge in all communications.
• Manage team scheduling to cover peak periods and launches.
• Develop, maintain, and train on Customer Care SOPs and materials.
• Audit interactions across channels and provide quality feedback.
• Collaborate with Operations, Retail, and other teams.

Skills

Strong communicator

Vendor management

Organized and process-oriented

Independent worker

Cross-functional collaboration

Education

Bachelor’s Degree

Tools

Gorgias

Shopify

Excel/Google Sheets

Job description

About the Role

Ring Concierge is a rapidly growing fine jewelry company specializing in engagement rings and fine jewelry. We are looking for a Customer Care Manager to lead the day-to-day execution of our Customer Care function, manage our external Customer Care team, and keep every customer interaction aligned with the Ring Concierge brand and service standards.

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.

Responsibilities

Vendor Management

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

Customer Care Policy & Standards

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

Training, Quality, and Reporting

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

Cross-Functional and Operational Support

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

  About You

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

  Requirements

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

  Details

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