Ecommerce CX Lead – Jewelry, Vendor-Managed Team

Applied Labs; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

Employee discounts on fine jewelry

Paid time off

Summer Fridays

Job summary

Ring Concierge is seeking an Ecommerce Customer Experience Manager to lead the day-to-day Customer Experience function, manage an external vendor team, and ensure every customer interaction aligns with our brand and standards.

The ideal candidate balances vendor management, escalations, reporting, and process improvement in a fast-paced environment, with at least 5 years in customer experience and strong proficiency in Gorgias, Shopify, and data reporting.

Qualifications

• 5+ years of experience in Customer Experience.
• Experience managing outsourced or vendor-managed Customer Care teams.
• Experience with Gorgias or similar ticketing systems.
• Experience with Shopify and other e-commerce platforms is a plus.
• Strong proficiency in Excel/Google Sheets and Google Workspace.
• Bachelor's Degree preferred.

Responsibilities

• Own the relationship with the external Customer Care vendor and manage KPIs.
• Serve as escalation point for complex customer situations and brand voice.
• Define and maintain customer care policies and train the team.
• Audit customer interactions across channels and provide feedback.
• Monitor KPIs, service levels, and response times; report insights.
• Support development of AI-powered customer care tools.

Skills

Vendor management

Customer experience

Data reporting

Communication

Excel/Sheets

Education

Bachelor's Degree

Tools

Gorgias

Shopify

Google Workspace

Microsoft Office

Job description

Ring Concierge is seeking an Ecommerce Customer Experience Manager to lead the day-to-day Customer Experience function, manage an external vendor team, and ensure every customer interaction aligns with our brand and standards.

The ideal candidate balances vendor management, escalations, reporting, and process improvement in a fast-paced environment, with at least 5 years in customer experience and strong proficiency in Gorgias, Shopify, and data reporting.