Customer Success Manager, Jewelry Industry

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🔥 1 hour ago

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Fresh Prints

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🛒 Retail

🛍️ eCommerce

👥 B2C

Retail • eCommerce • B2C

Fresh Prints is a company specializing in custom collegiate merchandise. They offer a wide range of apparel including hoodies, shirts, sweaters, and sweatpants, catering primarily to college students and organizations such as fraternities and sororities. Customers can customize their garments using Fresh Prints' design tool and upload their own inspirations for a personalized touch. The company operates online and is based out of New York City. They are actively engaged with their community through social media and an interactive blog, and they provide opportunities for students to become campus managers, enhancing their presence in the collegiate community.

📋 Description

• Manage inbound customer requests for custom jewelry pieces • Serve as the primary point of contact for assigned accounts • Communicate with customers via email, phone, and messaging platforms • Review submissions and clarify missing or unclear requirements • Translate customer requests into actionable instructions for internal teams • Guide customers through pricing, materials, manufacturing capabilities, and design trade-offs • Coordinate with CAD designers, production, and operations teams • Support CAD preparation and coordination • Assist with quote preparation and pricing coordination • Track orders from design through manufacturing and final delivery • Ensure required materials, specifications, and approvals are received before production • Escalate production or technical issues when needed • Follow up on pending approvals, missing inputs, or stalled orders • Maintain accurate customer communications and order updates in internal systems • Support improvements to internal workflows and customer processes • Identify opportunities to improve efficiency and customer experience through technology or automation

🎯 Requirements

• Excellent written and spoken English • Neutral, easy-to-understand accent suitable for US-based customers • Strong listening and verbal communication skills • 2+ years of experience in Customer Success, Account Management, Client Services, Operations, or similar customer-facing roles • Experience managing multiple customer requests under tight deadlines • Highly organized with exceptional attention to detail • Tech-savvy and able to quickly learn new systems and software • Strong problem-solving skills and proactive ownership mindset • Ability to improve workflows, solve problems independently, or take initiative beyond assigned responsibilities • Comfortable working US business hours • Preferred: experience in jewelry, diamonds, gemstones, luxury products, or custom manufacturing environments • Preferred: experience with 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 short 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 companies

🏖️ Benefits

• Fully remote work arrangement • Work schedule aligned to US business hours • Opportunity to work with a fast-growing, technology-forward custom jewelry manufacturing platform • Opportunity to work with modern software, AI-assisted design tools, and workflow automation