Catbird NYC · 23 hours ago
Customer Experience Associate
Brooklyn, New York
Full-time
Hybrid
Entry Level
$21/hr - $24/hr
1+ years expCatbird, a fine jewelry company, is currently looking for a thoughtful, detail-oriented Customer Experience Associate to join their Customer Experience department. This role involves supporting customers across multiple channels while managing behind-the-scenes processing work to ensure accurate and timely order fulfillment.
E-CommerceJewelry
Responsibilities
Provide warm, personalized support across email, live chat, and social media within a 24-hour SLA
Navigate multiple systems, spreadsheets, and internal tools to research order status, product details, and customer questions
Learn and consistently communicate Catbird’s brand voice across all customer touchpoints
Offer confident guidance on product details, styling, sizing, and jewelry care
Resolve customer issues with empathy, clarity, and strong judgment
Balance high-touch customer communication with detailed, manual processing and administrative work
Independently manage administrative workflows including repairs processing, returns/exchanges, and POS-based replacements
Investigate and reconcile discrepancies across order management systems, POS, inventory, and supporting documentation
Partner cross-functionally with store, fulfillment, inventory, merchandising, and shipping teams to drive issues to resolution end-to-end
Accurately document actions, decisions, and follow-ups to ensure consistency and accountability
Manage multiple cases simultaneously while maintaining accuracy, organization, and follow-through
Take ownership of issues from first contact through final resolution
Communicate clearly and consistently via Slack and email
Identify patterns, inefficiencies, and recurring issues, and flag opportunities for improvement
Contribute ideas that help improve both customer experience and internal workflows
Qualification
Required
1+ years of experience in e‑commerce or customer experience
Comfortable working in a highly administrative, process‑heavy environment
Naturally investigative - you like digging into details and connecting dots
Organized, reliable, and able to manage your workload independently
Calm, kind, and solutions‑focused, even when things get complicated
Thoughtful communicator with a clear point of view
Tech‑comfortable and quick to learn new systems
Preferred
Experience with jewelry or luxury brands is a plus
Experience with Kustomer or POS systems is a plus
Company
Catbird NYC
In addition to working with some of the world’s most exciting jewelry designers, we design and manufacture our own Catbird line.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Leigh Batnick Plessner
Chief Creative Officer
R
Rony Vardi
Founder
Recent News
The Hollywood Reporter
2026-01-22
2025-12-06
Company data provided by crunchbase