Customer Success Manager

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee incoming customer inquiries regarding custom jewelry creations.

• Act as the main point of contact for designated accounts.

• Engage with customers through email, phone, and messaging platforms.

• Deliver a high-touch, responsive customer service experience.

• Review customer submissions to pinpoint any missing or unclear information.

• Pose clarifying questions and convert customer requests into actionable directives for internal teams.

• Assist customers in understanding pricing, materials, manufacturing capabilities, and design trade-offs.

• Ensure customer expectations align with operational capabilities and production schedules.

• Collaborate with CAD designers, production, and operations teams.

• Aid in CAD preparation and coordination to guarantee production-ready designs.

• Help with quote preparation and pricing coordination.

• Monitor orders from design through manufacturing to final delivery.

• Confirm that necessary materials, specifications, and approvals are obtained prior to production.

• Escalate production or technical issues as required.

• Follow up on approvals, missing inputs, and delayed orders.

• Maintain precise notes, communications, and order updates in internal systems.

• Contribute to the ongoing improvement of internal workflows and customer processes.

• Identify opportunities for enhancing organization, efficiency, and customer experience through technology or automation.

⛳️ Requirements

• Exceptional written and spoken English skills.

• Strong verbal communication abilities with a neutral, easily understandable accent suitable for engaging with US-based customers.

• Excellent listening skills and the capability to ask insightful follow-up questions.

• Minimum of 2 years' experience in Customer Success, Account Management, Client Services, Operations, or similar customer-facing roles.

• Proven experience managing multiple customer requests while adhering to tight deadlines.

• Highly organized with remarkable attention to detail.

• Tech-savvy and quick to learn new systems and software.

• Strong problem-solving abilities with a proactive, ownership mindset.

• Demonstrated capability to enhance workflows, independently solve problems, or take initiative beyond assigned tasks.

• Comfortable working during US business hours.

• Preferred: experience in jewelry, diamonds, gemstones, luxury products, custom manufacturing, bespoke jewelry production, CAD preparation or coordination, jewelry production workflows, quote preparation, pricing coordination, SaaS platforms, marketplaces, CRM systems, AI tools, or workflow management software.

• Experience with companies like Rare Carat, Nivoda, or comparable jewelry or diamond technology firms is highly desirable.

🏝️ Benefits

• Fully remote work environment.

• Opportunity to collaborate with rapidly growing companies and US-based startups.

• Exposure to contemporary software, AI-assisted design tools, and a high-touch customer experience.

• Remote work aligned with US business hours.

• Immediate start date available.