Customer Care Support Assistant Manager

  • Customer Support, Customer Service
  • Full-time Remote
  • 1 week ago
  • Work Remotely
  • Job Qualifications Bachelor
  • Job experience 2 to 4 Years
  • Job level Experienced

Job Description

Ideal candidates for this position can work a Tuesday -Saturday schedule. 

 

Key Responsibilities:

 

Recruit, train and lead a team of Customer Care Support Representatives in a fast-paced environment

 

Support individual and team growth through continuous training and real-time feedback

 

Create memorable and personalized experiences for Brilliant Earth customers by guiding customers through pre-sale and post-sale activities, such as financing options, shipping options/issues, repairs, resizes, etc.

 

Track, analyze, and provide feedback on team metrics

 

Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives

 

Handle customer experience escalations, ensuring the best possible experience for all customers

 

Foster a positive, team oriented and customer-focused environment

 

What we’re looking for: 

 

A Passion for Leadership. You have an open, positive, and collaborative leadership style and a desire to develop your team. 

 

A passion for the customer. You don’t just like to help –you go above and beyond to provide the best possible experience to each customer that comes through the door.   

 

A drive to exceed goals. You love a good challenge! You’re a self-proclaimed “over-achiever” on a mission to help your team exceed their targets.   

 

It’s all in the details. When it comes to our customer’s biggest moments, you know it’s the little things that count the most. You have a passion for process and a keen eye for detail in a fast-moving work environment.   

 

Communication is Key. You have a way with words. Whether you’re interacting with a customer or teammate in person, via email, or by chat, you’re clear and concise.   

 

An Eye for Innovation. You’re a creative thinker who brings new ideas to the table. 

 

Master of Collaboration. You’re a team player. You believe that in order to transform the jewelry industry, we all have to work together! 

 

A strategic approach. When it comes to complex business needs, you always start with the data. You have a knack for problem-solving and process improvement with an eye for enhancing the customer experience.

 

You’re a Great Fit if You Have: 

 

2-3 years of demonstrated experience managing people in a retailor call center environment

Proven track record of recruiting and leading high performing and accountable teams

 

BA degree or equivalent, preferred

 

Ability to think critically and adapt quickly in a fast-paced, flexible environment

 

Exceptional time management skills and accountability

 

Interest in socially and environmentally responsible organizations and products

 

What We Offer  

 

At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth! In addition, we offer competitive compensation and a robust benefits package, including:    

 

Equity Compensation. You will play an important role in the growth and success of the company. RSU awards allow us all to share in these successes.

 

Insurance. Medical, dental, and vision insurance kick in on the first day of your 2ndmonth!  

 

401k match. We know that saving for the future is important. That’s why we offer a generous401k match.  

 

Paid Time Off. We know it’s important to recharge and relax -you’ll accrue 3weeks of PTO in your first year.

 

Disability and Life insurance. 100% employer-paid.  

 

Pre-Tax Commuter Benefits.  

 

Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.   

 

Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry.  

 

Wellness Benefits. We offer access to exclusive discounts on gym memberships and more, as well as an Employee Assistance Program for 24/7access to counseling.  

 

Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.   

 

More about Us 

 

Brilliant Earth is one of the fastest growing e-commerce jewelers in the world, and a global leader in ethically sourced fine jewelry. Founded in 2005, we have been featured in Time, The Knot, Forbes, and Refinery29, among many other media outlets. Our showroom teams offer a 1:1 appointment-based environment and engage with customers via email, chat, and phone, creating a luxury, Omni channel approach to the customer experience. In addition, our ground floor locations include a browsing area for walk-in customers. We strive to create a fun, educational, and relaxing experience in a personalized luxury environment!  

We are a group of dedicated team members with a common goal of creating a more sustainable, transparent, and compassionate jewelry industry. We are searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. Brilliant Earth team members bring a top-notch attitude and a willingness to help each other grow.  

Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.  

 

How to Apply & What to Expect: 

  

Everyone at Brilliant Earth has a voice – we want to hear you if you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond.  

You’ll receive an email when we’ve received your application and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and an opportunity to chat with a few of our Customer Experience senior leaders via video cam

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