E-Commerce Customer Service Associate (Seasonal)

Catbird NYC; New York (NY); On-site; USD 40,000 - 55,000; Full time

Job summary

A fine jewelry company is seeking full-time Customer Service Associates for their E-commerce Department. This hybrid role requires onsite presence 3 days a week and involves providing exceptional customer service, navigating order systems, and fostering customer relationships. Ideal candidates will have E-commerce experience and a positive, team-oriented attitude. The position starts on June 9th, 2025, and may lead to permanent placement.

Qualifications

• 1+ year of experience in E-commerce Customer Service.
• Ability to work in a fast-paced environment with flexibility.

Responsibilities

• Provide exceptional and personalized service to customers via email and chat.
• Navigate multiple order management systems for order status and product details.
• Brainstorm ways to create outstanding customer experiences.

Skills

Problem-solving

Team-oriented mindset

Positive attitude

Empathy

Tools

Kustomer

Job description

Catbird, a fine jewelry company, is currently looking for full-time Customer Service Associates in our E-commerce Department.

This is a temporary position expected to start on June 9th, 2025. The position will extend through the holidays and is expected to end in January 2026, with the possibility for extension or permanent placement.

This position is hybrid, required to be onsite 3 days per week (Tuesday-Thursday) at our Brooklyn, NY HQ. Mondays and Fridays are remote.

SCHEDULE: Monday-Friday, 9:30am-6:00pm EST

About Catbird

In over 20 years in business, Catbird has become an icon, the ultimate destination for gifts and jewelry. Founded in Brooklyn, NY, Catbird is a mecca for an international cast of shoppers who come to visit the brick and mortar stores of their beloved website. Both our stores and website are filled with a carefully curated selection of designers, including our in-house line of jewelry. Our Catbird line is made in our Brooklyn studio and with a few trusted partners, using ethically sourced materials and conflict-free stones. Highly trained Catbird jewelers oversee every step of the process. We are dedicated to a return to local manufacturing – what our neighborhood was famous for. Catbird is a proud member of the CFDA, certified Made in New York, and No Dirty Gold.

The key to our success is remaining true to our values:

• We believe in being an anti-racist organization and actively championing diversity, inclusion, and equity
• We believe in making and selling things people will want to keep forever and will bring continuous joy
• We believe in doing everything we can ourselves
• We believe in always thinking of the long game and not focusing on a quick profit
• We believe we are the best at what we do and we work hard to make sure we know how to sustain it as we grow
• We believe in treating everyone (coworkers, customers, vendors) with deep respect, kindness, and honesty

Key Responsibilities

• Provide exceptional and personalized service to customers via email, social media channels, and live chat within a 24hr SLA window
• Navigate multiple order management systems, along with substantial catalog of Google documents and sheets to provide and follow up on order status’ and product details
• Learn the Catbird ‘voice’ and customer service culture to support long-term customer relationships
• Strong command of multiple communication styles: social media, chat, and email, ability to switch between coverage assignments as needed
• Provide styling and jewelry care advice to customers with a strong knowledge of Catbird products
• Brainstorm ways to create outstanding customer experiences with your team
• Help cultivate a warm and inviting culture to assist our customers; clearly communicate policy and offer friendly assistance in all interactions
• Display a command of product knowledge, procedures, and policies to resolve customer questions
• Communicate daily via Slack and email with store, merchandising, inventory, fulfillment, and shipping teams to process, cancel, change, and update order details following trained procedures
• Ability to think clearly and provide issue resolutions to customer concerns in a kind and efficient manner

Our Ideal Candidate

• 1+ year of experience in E-commerce Customer Service
• Maintains a positive attitude with a team-oriented mindset
• Ability to work in a fast-paced environment with flexibility in coverage areas
• Problem-solving skills
• Computer savvy
• Empathetic, genuine, honest, encouraging, and kind
• Experience with jewelry or luxury brands is a plus
• Experience using Kustomer is a plus
• Located in Los Angeles/San Francisco is a plus; opportunity to hybrid train our SF/LA stores