We are a rapidly growing luxury jewelry company specializing in custom engagement rings, lab grown diamonds, and fine jewelry. We are seeking a highly organized, detail oriented Customer Support & Production Support Manager to help oversee customer communication and ensure custom jewelry orders move smoothly through our production process.
This role is ideal for someone who enjoys helping customers, staying organized, solving problems, and managing multiple projects at once. You will serve as a key point of contact for customers while also tracking and managing custom jewelry orders from the initial sale through production and delivery.
The ideal candidate is proactive, dependable, highly organized, eager to learn, and capable of keeping track of many moving pieces without letting details fall through the cracks.
Responsibilities
Customer Support
- Respond to customer emails, messages, and inquiries in a professional and timely manner
- Assist customers with questions regarding custom jewelry orders, engagement rings, production timelines, shipping updates, and general support requests
- Resolve customer concerns and issues while providing exceptional service
- Communicate with customers regarding design revisions, approvals, and order updates
- Maintain detailed records of customer interactions and follow-up tasks
- Ensure all customer inquiries receive prompt and accurate responses
Production & Order Management
- Monitor and manage custom jewelry orders throughout the production process
- Track orders through various stages including design, CAD development, approvals, production, quality control, and shipping
- Follow up with vendors, suppliers, and production partners to ensure deadlines are met
- Identify potential delays or issues before they become problems
- Maintain accurate order records and production notes
- Coordinate internally to ensure orders progress efficiently and on schedule
- Assist with quality control and order verification processes
- Help improve internal workflows and operational efficiency
Administrative & Operational Support
- Organize and maintain customer records, order information, and production documentation
- Assist with data entry and operational reporting
- Support day-to-day business operations as needed
- Maintain organization across multiple systems and communication channels
Requirements
- Previous customer service or customer support experience required
- Excellent written communication skills
- Exceptional attention to detail
- Strong organizational and time management skills
- Ability to manage multiple priorities simultaneously
- Ability to work independently and stay on top of ongoing tasks without constant supervision
- Strong problem solving and critical thinking skills
- Comfortable learning new software and systems
- Reliable, dependable, and accountable
- Proficient with email, spreadsheets, and computer-based workflows
Preferred Qualifications
- Experience in the jewelry industry is a strong plus
- Experience managing custom orders, production schedules, or project coordination
- Experience with CRM systems, order management software, or customer service platforms
- Knowledge of engagement rings, diamonds, or fine jewelry is beneficial but not required
Ideal Candidate Traits
We are looking for someone who:
- Is extremely detail oriented and notices small details others may miss
- Naturally stays organized and follows through on tasks
- Enjoys learning and growing within a business
- Takes ownership of responsibilities and sees tasks through to completion
- Can proactively identify problems and provide solutions
- Thrives in a fast paced environment
- Communicates professionally and confidently with customers
- Is motivated to continuously improve processes and efficiency
Compensation & Benefits
- Competitive hourly pay based on experience
- Opportunity for advancement within a rapidly growing company
- Employee discounts on jewelry
- Long term career growth opportunities
- Health benefits for full time employees
Pay: $18.00 - $22.00 per hour
Work Location: In person
