Customer Experience Associate

Catbird, a fine jewelry company, is currently looking for a thoughtful, detail‑oriented Customer Service

Associate to join our Customer Experience department. This role sits at the intersection of customer care

and operations and is best suited for someone who enjoys figuring things out, working through manual

processes, and taking ownership of their work.

You’ll support customers across multiple channels while also managing behind‑the‑scenes processing

work that keeps orders moving accurately and on time. We’re looking for someone experienced, steady,

and curious - who brings a point of view and a positive attitude. This role is a hybrid role located at our

Brooklyn Navy Yard office.

SCHEDULE: Monday - Friday 9:30am - 6pm (Mondays & Fridays are remote)

• Provide warm, personalized support across email, live chat, and social media within a 24-hour SLA

• Navigate multiple systems, spreadsheets, and internal tools to research order status, product details, and customer questions

• Learn and consistently communicate Catbird’s brand voice across all customer touchpoints

• Offer confident guidance on product details, styling, sizing, and jewelry care

• Resolve customer issues with empathy, clarity, and strong judgment

• Balance high-touch customer communication with detailed, manual processing and administrative work

• Independently manage administrative workflows including repairs processing, returns/exchanges, and POS-based replacements

• Investigate and reconcile discrepancies across order management systems, POS, inventory, and supporting documentation

• Partner cross-functionally with store, fulfillment, inventory, merchandising, and shipping teams to drive issues to resolution end-to-end

• Accurately document actions, decisions, and follow-ups to ensure consistency and accountability

• Manage multiple cases simultaneously while maintaining accuracy, organization, and follow-through

• Take ownership of issues from first contact through final resolution

• Communicate clearly and consistently via Slack and email

• Identify patterns, inefficiencies, and recurring issues, and flag opportunities for improvement
• Contribute ideas that help improve both customer experience and internal workflows

• 1+ years of experience in e‑commerce or customer experience
• Comfortable working in a highly administrative, process‑heavy environment
• Naturally investigative - you like digging into details and connecting dots
• Organized, reliable, and able to manage your workload independently
• Calm, kind, and solutions‑focused, even when things get complicated
• Thoughtful communicator with a clear point of view
• Tech‑comfortable and quick to learn new systems
• Experience with jewelry or luxury brands is a plus
• Experience with Kustomer or POS systems is a plus