Customer Success Manager, Jewelry Industry

Job not on LinkedIn

🔥 2 hours ago

🇿🇦 South Africa – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 • Provide a high-touch, responsive customer experience • Review customer submissions and identify missing or unclear information • Ask clarifying questions and translate customer requests into actionable instructions for internal teams • Guide customers through pricing, materials, manufacturing capabilities, and design trade-offs • Align customer expectations with operational capabilities and production timelines • Coordinate with CAD designers, production, and operations teams • Support CAD preparation and coordination for production-ready designs • 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 customer inputs, and stalled orders • Maintain accurate notes, communications, and order updates in internal systems • Support continuous improvement of internal workflows and customer processes • Identify opportunities to improve organization, efficiency, and customer experience using technology or automation

🎯 Requirements

• Excellent written and spoken English • Strong verbal communication skills with a neutral, easy-to-understand accent suitable for communicating with US-based customers • Strong listening skills and ability to ask thoughtful follow-up questions and communicate complex information clearly • 2+ years of experience in Customer Success, Account Management, Client Services, Operations, or similar customer-facing roles • Experience managing multiple customer requests while working 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 with a proactive, ownership mindset • Demonstrated 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 responsibilities with operational or production support • Preferred: experience in fast-paced production environments with short turnaround times • Preferred: prior 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 company • Work schedule aligned to US business hours • Start as soon as possible