Customer Service Associate job opportunity at Catbird NYC.

Home Jobs In United States Of America Tag: E-Commerce – Customer Service Customer Service Associate position at Catbird NYC


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Catbird NYC Customer Service Associate
Experience: 1 Years
Pattern: hybrid
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E-Commerce,Customer Service

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degreeBachelor's (B.Sc.)
loacation Brooklyn, New York, United States Of America
loacation Brooklyn, New ..........United States Of America

Catbird, a fine jewelry company, is currently looking for a thoughtful, detail‑oriented Customer ServiceAssociate to join our Customer Experience department. This role sits at the intersection of customer careand operations and is best suited for someone who enjoys figuring things out, working through manualprocesses, and taking ownership of their work.You’ll support customers across multiple channels while also managing behind‑the‑scenes processingwork 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 ourBrooklyn Navy Yard office.SCHEDULE: Monday - Friday 9:30am - 6pm (Mondays & Fridays are remote)\nKey ResponsibilitiesProvide warm, personalized support across email, live chat, and social media within a 24-hour SLANavigate multiple systems, spreadsheets, and internal tools to research order status, product details, and customer questionsLearn and consistently communicate Catbird’s brand voice across all customer touchpointsOffer confident guidance on product details, styling, sizing, and jewelry careResolve customer issues with empathy, clarity, and strong judgmentBalance high-touch customer communication with detailed, manual processing and administrative workIndependently manage administrative workflows including repairs processing, returns/exchanges, and POS-based replacementsInvestigate and reconcile discrepancies across order management systems, POS, inventory, and supporting documentationPartner cross-functionally with store, fulfillment, inventory, merchandising, and shipping teams to drive issues to resolution end-to-endAccurately document actions, decisions, and follow-ups to ensure consistency and accountabilityManage multiple cases simultaneously while maintaining accuracy, organization, and follow-throughTake ownership of issues from first contact through final resolutionCommunicate clearly and consistently via Slack and emailIdentify patterns, inefficiencies, and recurring issues, and flag opportunities for improvementContribute ideas that help improve both customer experience and internal workflowsOur Ideal Candidate 1+ years of experience in e‑commerce or customer experienceComfortable working in a highly administrative, process‑heavy environmentNaturally investigative - you like digging into details and connecting dotsOrganized, reliable, and able to manage your workload independentlyCalm, kind, and solutions‑focused, even when things get complicatedThoughtful communicator with a clear point of viewTech‑comfortable and quick to learn new systemsExperience with jewelry or luxury brands is a plusExperience with Kustomer or POS systems is a plus\n$21 - $24 an hour\n

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