Customer Success Manager, Jewelry Industry

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

📋 Description

• Oversee incoming customer inquiries for bespoke jewelry creations

• Act as the main contact for designated accounts

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

• Evaluate submissions and seek clarification on any missing or ambiguous requirements

• Convert customer requests into actionable directives for internal teams

• Assist customers with pricing, materials, manufacturing capabilities, and design considerations

• Collaborate with CAD designers, production, and operations teams

• Aid in CAD preparation and coordination

• Help with the preparation of quotes and pricing alignment

• Monitor orders from design to manufacturing and final delivery

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

• Address production or technical issues as required

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

• Keep accurate records of customer communications and order updates in internal systems

• Contribute to enhancements in internal workflows and customer processes

• Identify opportunities for increased efficiency and improved customer experience through technology or automation

⛳️ Requirements

• Exceptional written and verbal English skills

• Neutral, clear accent suitable for customers based in the US

• Strong listening skills and verbal communication abilities

• Over 2 years of experience in Customer Success, Account Management, Client Services, Operations, or comparable customer-facing positions

• Proven ability to manage multiple customer requests within tight deadlines

• Highly organized with remarkable attention to detail

• Technologically adept and quick to learn new systems and software

• Strong problem-solving capabilities and a proactive ownership attitude

• Ability to enhance workflows, independently resolve issues, or take initiative beyond assigned tasks

• Willingness to work during US business hours

• Preferred: background in jewelry, diamonds, gemstones, luxury products, or custom manufacturing environments

• Preferred: experience in custom or bespoke jewelry production

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

• Preferred: experience in balancing customer service with operational or production support

• Preferred: experience in high-paced production environments with quick turnaround times

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

• Highly preferred: experience at Rare Carat, Nivoda, or similar jewelry or diamond technology firms

🏝️ Benefits

• Fully remote work setup

• Work hours aligned with US business time

• Chance to engage with a rapidly growing, technology-driven custom jewelry manufacturing platform

• Opportunity to utilize modern software, AI-assisted design tools, and workflow automation