Customer Care Manager

About the RoleRing Concierge is a rapidly growing fine jewelry company specializing in engagement rings and fine jewelry. We are looking for a Customer Care Manager to lead the day-to-day execution of our Customer Care function, manage our external Customer Care team, and keep every customer interaction aligned with the Ring Concierge brand and service standards.The ideal candidate is an experienced customer service professional who is highly organized, solutions-oriented, and comfortable balancing vendor management, customer escalations, reporting, and process improvement in a fast-paced environment.ResponsibilitiesVendor ManagementOwn the relationship with our external Customer Care vendor, managing day-to-day performance, coaching, and accountability to our service standards and KPIsAct as the first line of escalation for complex customer situations, determining appropriate resolutions before looping in senior leadership or other internal teamsServe as the voice and brand expert for the team so every customer communication reflects our tone, policies, and product knowledgeManage team scheduling and coverage based on ticket volume, launches, promotions, holidays, and peak periods, and proactively adjust for coverage gapsCustomer Care Policy & StandardsDefine and maintain Customer Care policies (returns, exchanges, repairs, warranty, etc.) and train the team on how to apply and hold them with customers.Maintain a high level of product and policy knowledge and keep the team current on important business updatesIdentify recurring customer issues and feedback trends and recommend process, policy, or operational improvementsTraining, Quality, and ReportingDevelop, maintain, and continuously improve Customer Care SOPs, macros, training materials, and internal resources.Lead ongoing training on new policies, products, promotions, systems, and processesRegularly audit customer interactions across Gorgias, including email, chat, phone, and other channels, and provide actionable feedback to improve quality and consistencyMonitor Customer Care KPIs, service levels, ticket volume, response and resolution times, and escalation trends, and prepare regular performance reportingSupport development of AI-powered Customer Care tools so automated responses reflect our voice, policies, and service standardsCross-Functional and Operational SupportPartner closely with Operations, Retail, E-commerce, Merchandising, Bridal, and other internal teams to keep the Customer Care team informed and aligned.Manage custom order support including CADs/renderings and appraisals, keeping customers informed at each stagePartner with our warehouse and shipping/insurance partners on client-related inquiries and claims, including missing shipments, item discrepancies, return-to-sender packages, return escalations, and filed claimsProvide additional hands-on Customer Care support during high-volume periods when neededAbout YouStrong communicator who sets clear expectations and holds an external partner accountable to service standardsConfident handling complex customer situations and determining appropriate resolutionsHighly organized and process-oriented, comfortable managing multiple priorities in a fast-paced environmentComfortable working independently while managing an outsourced team, knowing when to escalate and align with managementCollaborative across departments and adaptable as priorities, products, and policies evolveRequirements5+ years of experience in Customer Care within a jewelry company requiredPrevious experience managing, coaching, or providing day-to-day oversight of a Customer Care team, including outsourced or vendor-managed teamsExperience with customer service platforms such as Gorgias or similar ticketing systemsExperience with Shopify and other e-commerce platforms is a plusStrong proficiency in Excel/Google Sheets, Microsoft Office, and Google WorkspaceExperience creating reporting, SOPs, training materials, and quality assurance processesBachelor's Degree preferredDetailsFull-time role located in NYC, requiring 4 days per week in officeOffice Hours: 9:00 am to 6:00 pm, with the knowledge that we have a startup culture and your day may extend past listed office hours (with the possibility of weekends during busy season or sales)Must be available to provide evening, weekend, and holiday coverage during peak periods, including major promotions, launches, and the holiday seasonHealth, Vision & Dental Insurance for full-time employeesGenerous employee discounts on our fine jewelryPaid time off, Summer Fridays, and an extra allowance of 3 days annually for religious observances