Customer Success Manager

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

📋 Description

• Oversee incoming customer inquiries for customized jewelry items

• Act as the main point of contact for designated accounts

• Interact with customers through email, phone, and messaging services

• Deliver a personalized, responsive customer experience

• Evaluate customer submissions to identify any missing or ambiguous details

• 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

• Align customer expectations with operational capabilities and production schedules

• Collaborate with CAD designers, production, and operations teams

• Aid in CAD preparation and coordination for designs ready for production

• Help with the preparation of quotes and pricing coordination

• Monitor orders from design through to manufacturing and final delivery

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

• Address any production or technical issues as required

• Follow up on outstanding approvals, missing customer inputs, or delayed orders

• Keep accurate records, communications, and order updates in internal systems

• Contribute to the ongoing enhancement of internal workflows and customer processes

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

⛳️ Requirements

• Exceptional written and spoken English skills

• Strong verbal communication abilities with a clear, neutral accent suitable for engaging with US-based clients

• Excellent listening skills and the capability to ask insightful follow-up questions while conveying complex information effectively

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

• Proven experience handling multiple customer requests while meeting tight deadlines

• Highly organized with outstanding attention to detail

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

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

• Proven track record of improving workflows, independently resolving issues, or taking initiative beyond assigned duties

• Willingness to work during US business hours

• Preferred: Background in jewelry, diamonds, gemstones, luxury goods, or custom manufacturing settings

• Preferred: Familiarity with custom or bespoke jewelry production

• Preferred: Experience with CAD preparation, CAD coordination, jewelry production processes, quote preparation, or pricing coordination

• Preferred: Experience balancing customer service tasks with operational or production support

• Preferred: Experience in fast-paced production environments with quick turnaround times

• Preferred: Prior exposure to SaaS platforms, marketplaces, CRM systems, AI tools, or workflow management software

• Preferred: Experience at companies like Rare Carat, Nivoda, or similar jewelry or diamond technology firms

🏝️ Benefits

• Fully remote company environment

• Remote working arrangement for this position

• Work schedule aligned with US business hours

• Start date as soon as possible