Centric Brands · 1 month ago
Customer Service Manager, Jennifer Fisher
US-NY-New York
Full-time
Hybrid
Mid, Senior Level
$70K/yr - $80K/yr
4+ years expCentric Brands is a company that embodies a bold aesthetic and refined attitude, celebrating self-expression and strength through its diverse product offerings. They are seeking a Customer Service Manager to lead client experience efforts, ensuring exceptional customer interactions and overseeing daily operations across various channels. The role involves managing customer communications, optimizing processes, and collaborating cross-functionally to enhance post-purchase satisfaction.
ApparelBeautyFashionJewelry
Responsibilities
Oversee daily customer service operations for Jennifer Fisher’s website and owned stores, including email, chat, and phone support
Ensure timely responses to customer inquiries regarding orders, repairs, personalization, shipping, and returns
Resolve client concerns, complaints, or escalations with empathy, urgency, and professionalism, always aiming for first-contact resolution and positive outcomes
Host client consultations virtually and in person at our NYC store, offering product recommendations and styling advice
Partner with store teams and internal departments to fulfill special client requests and ensure seamless service across all channels
Maintain service excellence standards aligned with Jennifer Fisher’s luxury positioning
Represent the brand with impeccable presentation, demeanor, and service etiquette at all times
Uphold brand standards and policies while creatively addressing unique client needs and expectations
Stay informed on product knowledge, seasonal launches, craftsmanship details, and brand storytelling to confidently educate and inspire clients
Administer Gorgias for ticket routing, automation, and performance tracking
Oversee Gorgias, eCommerce Returns Portal and Repairs Portal—ensuring systems function properly, updates are made as needed, and any technical or operational issues are promptly addressed
Partner with Operations and Production teams to resolve return and repair inquiries efficiently and proactively communicate timelines to clients
Identify opportunities to enhance the client experience through clearer communication, improved processes, or technology integrations
Partner with eCommerce, Merchandising, and Production/Fulfillment teams to identify and resolve recurring customer pain points
Optimize workflows to improve efficiency and customer satisfaction metrics
Track and report on KPIs such as response time, resolution rate, NPS, return volume, and return reasons
Provide weekly insights to cross-functional teams to drive continuous improvement
Identify opportunities for automation, knowledge base expansion, and proactive customer communication
Partner with eCommerce and Marketing on product launches, site updates, and promotions to anticipate and support client needs
Work closely with Retail and Operations to ensure a cohesive, omnichannel client experience
Provide feedback from customers to internal teams to inform product development, merchandising, and site enhancements
Qualification
Required
4+ years of customer service experience in eCommerce, preferably in DTC startup, jewelry or fashion environment
Expertise in Shopify Plus and Gorgias
Highly detail-oriented with strong project management skills
Strong organizational skills with the ability to manage multiple projects in a fast-paced environment
A bias for action; proactive problem solver with a hands-on approach
Exceptional communication and collaboration skills. Able to work seamlessly with Product Development, Marketing/Ecommerce, Merchandising, Retail, and Operations
Enthusiasm for the Jennifer Fisher brand and an understanding of the luxury consumer
Benefits
Medical
Dental
Vision
Matching 401(k)
Summer Fridays
Generous PTO
Merchandise discounts
Excellent career development opportunities
Company
Centric Brands
Centric Brands is an apparel and accessories company that sells accessories for children, women, and men.
1001-5000 employees
H1B Sponsorship
Centric Brands has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (6)
2023 (4)
2022 (9)
2021 (6)
2020 (10)
Funding
Current Stage
Late StageLeadership Team
Jason Rabin
Chief Executive Officer
A
Andrew Gluckman
Senior Vice President/Division Head of Soft Accessories and Seasonal Footwear
Recent News
2026-01-11
Business Wire
2026-01-07
Company data provided by crunchbase