Customer Service Associate

Role overview

Catbird, a fine jewelry brand, is seeking a careful and detail-minded Customer Service Associate to join its Customer Experience team. The position blends customer care with operational support, making it a strong fit for someone who enjoys solving problems, working through manual workflows, and taking full responsibility for outcomes.

In this role, you will assist customers through several communication channels while also handling the back-end tasks that help orders progress accurately and on schedule. The ideal candidate brings steady experience, curiosity, sound judgment, and a positive, thoughtful approach. The role is based in Brooklyn at the Brooklyn Navy Yard office and follows a hybrid schedule.

Schedule

Working hours are Monday through Friday, 9:30am to 6:00pm. Mondays and Fridays are remote.

Responsibilities

• Deliver friendly, personalized support through email, live chat, and social media while meeting a 24-hour response standard.
• Use multiple platforms, spreadsheets, and internal systems to check order progress, product information, and customer inquiries.
• Learn Catbird’s tone of voice and apply it consistently in every customer interaction.
• Give clear, confident advice about product details, styling, ring and jewelry sizing, and care instructions.
• Handle customer concerns with empathy, good judgment, and straightforward communication.
• Juggle high-touch customer conversations alongside detailed administrative and manual processing tasks.
• Own administrative processes such as repairs, returns and exchanges, and replacements handled through POS systems.
• Track down and resolve mismatches across order systems, POS records, inventory, and supporting paperwork.
• Work closely with store, fulfillment, inventory, merchandising, and shipping partners to close issues completely.
• Keep accurate notes on actions taken, decisions made, and follow-up items to support consistency and accountability.
• Manage several open cases at once while staying organized and ensuring accuracy.
• Take responsibility for each issue from the initial contact through final resolution.
• Communicate professionally and clearly using Slack and email.
• Spot recurring issues, process gaps, and inefficiencies, and raise ideas for improvement.
• Share suggestions that strengthen both the customer experience and internal operations.

Requirements

• At least 1 year of experience in e-commerce or customer experience.
• Comfort with a highly administrative, process-driven environment.
• Strong investigative mindset with an interest in details and problem-solving.
• Well-organized, dependable, and capable of managing work independently.
• Calm, considerate, and solution-oriented when situations become complex.
• Clear communicator who can offer a thoughtful point of view.
• Technically comfortable and able to pick up new tools quickly.
• Background with jewelry or luxury brands is an advantage.
• Familiarity with Kustomer or POS tools is an advantage.

Additional information

This is a full-time role. The position is hybrid and based in Brooklyn, NY, with in-office work at the Brooklyn Navy Yard and remote work on Mondays and Fridays.

The source does not list pay, benefits, number of openings, or application deadline.