Customer Success Manager, Jewelry Industry

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

📋 Description

• Oversee incoming customer inquiries for custom jewelry creations

• Act as the main contact for designated accounts

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

• Deliver a high-quality, responsive customer service experience

• Evaluate submissions and pinpoint any missing or ambiguous information

• Pose clarifying questions and convert customer requests into actionable guidelines

• Assist customers in understanding pricing, materials, manufacturing capabilities, and design considerations

• Align customer expectations with operational capabilities and production schedules

• Collaborate with CAD designers, production, and operations teams

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

• Help prepare quotes and coordinate pricing

• Monitor orders from design through to manufacturing and final delivery

• Ensure all materials, specifications, and approvals are secured prior to production

• Escalate production or technical issues as necessary

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

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

• Contribute to the ongoing improvement of workflows and customer processes

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

⛳️ Requirements

• Exceptional written and verbal English communication skills

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

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

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

• Proven experience managing multiple customer inquiries under tight deadlines

• Highly organized with outstanding attention to detail

• Technologically adept, with the ability to quickly learn new systems and software

• Strong problem-solving capabilities with a proactive, ownership-driven mindset

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

• Willingness to work during US business hours

• Preferred: experience in jewelry, diamonds, gemstones, luxury products, or custom manufacturing settings

• Preferred: experience in custom or bespoke jewelry manufacturing

• Preferred: experience with CAD preparation, CAD coordination, jewelry production workflows, quote preparation, or pricing coordination

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

• Preferred: experience in fast-paced production environments with tight turnaround times

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

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

🏝️ Benefits

• Fully remote work environment

• Work schedule aligned with US business hours

• Opportunity for immediate start