Customer Success Manager, Jewelry Industry

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

📋 Description

• Oversee incoming customer inquiries related to custom jewelry creations

• Act as the main contact for designated accounts

• Engage with clients through email, phone, and messaging platforms

• Deliver a premium, responsive customer experience

• Evaluate customer submissions to identify any missing or ambiguous information

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

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

• Align customer expectations with operational capacities and production schedules

• Collaborate with CAD designers as well as production and operations teams

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

• Support 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 production or technical issues as required

• Follow up on pending approvals, missing customer inputs, and delayed orders

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

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

• Recognize opportunities to enhance organization, efficiency, and customer experience through technology or automation

⛳️ Requirements

• Exceptional written and verbal English skills

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

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

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

• Experience in handling multiple customer requests while operating under tight deadlines

• Highly organized with outstanding attention to detail

• Tech-savvy, capable of swiftly learning new systems and software

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

• Proven track record of improving workflows, independently solving problems, or taking initiative beyond assigned duties

• Comfortable working during US business hours

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

• Preferred: experience in custom or bespoke jewelry production

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

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

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

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

• Highly preferred: experience at Rare Carat, Nivoda, or comparable jewelry or diamond technology companies

🏝️ Benefits

• Fully remote work environment

• Work schedule aligned with US business hours

• Immediate start available