Job Description

Join a fast-paced, customer-focused team supporting the custom jewelry design and manufacturing process for clients across the United States. In this role, you will serve as the trusted point of contact for customers, guiding them from initial design discussions through production and final delivery. Working closely with internal design, production, and operations teams, you will ensure projects progress smoothly while delivering an exceptional client experience. This position offers the opportunity to combine relationship management, operational coordination, and problem-solving in a technology-enabled environment. It is ideal for professionals who thrive in consultative customer interactions, enjoy managing complex workflows, and take pride in delivering high-quality service.

Accountabilities:

• Manage assigned customer accounts and serve as the primary point of contact throughout the custom jewelry design and manufacturing lifecycle.
• Respond to customer inquiries via email, phone, and messaging platforms while delivering a responsive, professional, and high-touch customer experience.
• Gather, review, and clarify customer requirements by identifying missing information and translating design requests into detailed internal specifications.
• Advise customers on design options, material selections, pricing considerations, and production trade-offs to support informed decision-making.
• Coordinate closely with CAD, production, and operations teams to ensure accurate execution of customer orders and timely project delivery.
• Monitor order progress from design approval through manufacturing and shipment, proactively following up on pending approvals, materials, or outstanding actions.
• Escalate production challenges or technical issues when necessary and collaborate with internal teams to resolve them efficiently.
• Maintain accurate customer records, project updates, and workflow documentation while contributing to continuous process improvements.

Requirements

• Minimum of 2 years of experience in customer success, account management, client services, operations, or a similar customer-facing role.
• Excellent written and spoken English with the ability to communicate confidently and professionally with US-based customers.
• Strong organizational skills with exceptional attention to detail and the ability to manage multiple customer projects simultaneously.
• Proven ability to gather requirements, ask insightful questions, and translate customer needs into clear, actionable instructions.
• Strong problem-solving skills, ownership mindset, and ability to balance customer expectations with operational realities.
• Comfortable working with digital tools and quickly learning new systems and workflows.
• Ability to work independently while collaborating effectively with cross-functional teams in a remote environment.
• Willingness to work US business hours to support customers and internal stakeholders.
• Experience in the jewelry, diamonds, gemstones, luxury goods, or custom manufacturing industries is highly preferred .
• Previous experience supporting custom product businesses, B2B customers, SaaS platforms, or marketplace environments is considered an advantage.

Benefits

• Fully remote position based in India.
• Opportunity to work directly with international customers in the jewelry and luxury products industry.
• Collaborative, technology-driven work environment with cross-functional global teams.
• Exposure to innovative digital workflows combining customer success, manufacturing, and technology.
• Professional development opportunities within a fast-growing international business.
• Dynamic role offering broad ownership, autonomy, and meaningful customer impact.

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