Customer Service Associate

About the role

Catbird, a fine‑jewelry brand, is seeking a detail‑oriented Customer Service Associate to join its Customer Experience team in Brooklyn. The role blends front‑line support across email, live chat and social media with behind‑the‑scenes order processing, ensuring a seamless experience for shoppers.

Key responsibilities

• Provide warm, personalized support via email, live chat and social media within a 24‑hour SLA.
• Navigate multiple systems, spreadsheets and internal tools to research order status, product details and customer inquiries.
• Communicate Catbird’s brand voice consistently across all customer touchpoints.
• Offer guidance on product details, styling, sizing and jewelry care.
• Resolve customer issues with empathy, clarity and sound judgment.
• Manage administrative workflows including repairs, returns/exchanges and POS‑based replacements.
• Investigate and reconcile discrepancies across order management, POS, inventory and documentation.
• Partner with store, fulfillment, inventory, merchandising and shipping teams to drive end‑to‑end issue resolution.
• Document actions, decisions and follow‑ups accurately.
• Handle multiple cases simultaneously while maintaining organization and follow‑through.
• Identify patterns, inefficiencies and recurring issues, flagging opportunities for improvement.

Required profile

• 1+ years of experience in e‑commerce or customer experience.
• Comfortable working in a highly administrative, process‑heavy environment.
• Naturally investigative and detail‑oriented.
• Organized, reliable and able to manage workload independently.
• Calm, kind and solutions‑focused, even in complex situations.
• Thoughtful communicator with a clear point of view.
• Tech‑comfortable and quick to learn new systems.

Required skills

• Kustomer
• POS systems
• Slack