Customer Experience & Operations Associate

Yadav Diamonds & Jewelry; San Francisco (CA); On-site; USD 45,000 - 70,000; Full time

Job summary

Yadav Diamonds & Jewelry in San Francisco is seeking a highly organized Customer Experience & Operations Associate. This role involves managing customer communication and supporting order flow through production.

The ideal candidate will have 1-3 years of experience in customer service or operations, ensuring timely, proactive updates for customers. Strong communication skills and attention to detail are essential. Experience with HubSpot and Gmail is preferred.

Qualifications

• 1–3 years of experience in customer service or operations with responsibility for customer communication.
• Ability to manage a high volume of email communication while maintaining accuracy.
• Strong written communication skills.

Responsibilities

• Manage and respond to customer emails with high standards for clarity and accuracy.
• Serve as the primary point of contact for customers across all stages of the buying journey.
• Coordinate with internal teams to gather accurate information.

Skills

Customer service

Order management

Written communication

Problem-solving

Attention to detail

Tools

HubSpot

Gmail

Job description

We are seeking a highly organized, detail-oriented Customer Experience & Operations Associate to manage customer communication and support the flow of orders through our production process. This role sits at the intersection of customer service and operations, requiring strong communication skills, attention to detail, and the ability to take ownership of tasks from start to finish.

Overview

The ideal candidate is a fast learner who can quickly understand internal processes, manage multiple priorities, and ensure a smooth and accurate customer experience.

Responsibilities

• Manage and respond to customer emails (10–20 daily) with a high standard for speed, clarity, and accuracy
• Serve as the primary point of contact for customers across all stages of the buying journey, including pre‑sale inquiries, order updates, and post‑purchase support
• Take full ownership of customer communication, ensuring customers receive timely, proactive updates without needing to follow up
• Develop a strong understanding of the end‑to‑end order lifecycle, including production, customization, and delivery timelines
• Identify missing information, inconsistencies, or potential delays in orders and take initiative to resolve or elevate them
• Coordinate with internal teams (sales, production, vendors) to gather accurate information and keep orders moving forward
• Maintain accurate, organized records of customer interactions and order details within HubSpot and Gmail
• Review all communications and order details carefully before sending, minimizing errors and unnecessary back‑and‑forth
• Prioritize tasks effectively in a fast‑paced environment, balancing responsiveness with attention to detail
• Adapt quickly to new tools, processes, and product knowledge with minimal supervision
• Identify recurring issues in customer communication or order flow and contribute to improving internal processes

Qualifications

• 1–3 years of experience in customer service, operations, or order management with direct responsibility for customer communication
• Proven ability to manage a high volume of email communication while maintaining accuracy and attention to detail
• Strong written communication skills with the ability to be clear, concise, and professional
• Demonstrated ability to quickly learn new systems, processes, and product knowledge
• High level of organization, with experience managing multiple tasks or orders simultaneously
• Experience with HubSpot, Gmail, or similar CRM and email tools
• Ability to work independently, prioritize effectively, and follow through on tasks without constant supervision
• Strong problem‑solving skills and the ability to identify and resolve issues proactively
• Ability to maintain accuracy and attention to detail in a fast‑paced environment

Preferred Qualifications

• Experience in e‑commerce, custom products, or industries with complex order workflows
• Experience tracking orders through production or coordinating with multiple internal teams
• Familiarity with high-value or detail-sensitive products (e.g., jewelry, luxury goods, custom items)

Additional Notes

• This role requires a high level of attention to detail. Candidates should demonstrate accuracy and care in their application and communication
• Candidates may be asked to complete a short exercise to evaluate communication skills and attention to detail