Luxury Customer Care Specialist

Job Summary

To support a prestigious client base in the luxury jewelry industry, the full-time Luxury Customer Care Specialist will manage back-office customer care through chat and email, tracking repairs and returns while maintaining accurate client records in a fully remote environment.

Key responsibilities:

• Tracking repairs, returns, and service inquiries from initial contact through resolution, including follow-ups
• Owning the support queue across various communication channels while ensuring consistent client interactions
• Maintaining detailed client records in the CRM and escalating priority matters as necessary

Required qualifications:

• 1-3 years of experience in customer care, client service, hospitality, or client operations, serving high-net-worth clients
• Some knowledge of precious metals, gemstones, or fine craftsmanship; GIA AJP certification is a plus
• Native or highly advanced English proficiency, both written and verbal
• Strong organizational skills and the ability to manage a high-volume task queue effectively
• Proficiency with HubSpot and strong CRM data accuracy habits; familiarity with Podium, Shopify, or Lightspeed is a plus