Customer Experience Associate

Catbird•Brooklyn, NY

13d•$21 - $24•Hybrid

About The Position

Catbird , a fine jewelry company, is currently looking for a thoughtful, detail‑oriented Customer Service Associate to join our Customer Experience department. This role sits at the intersection of customer care and operations and is best suited for someone who enjoys figuring things out, working through manual processes, and taking ownership of their work. You’ll support customers across multiple channels while also managing behind‑the‑scenes processing work that keeps orders moving accurately and on time. We’re looking for someone experienced, steady, and curious - who brings a point of view and a positive attitude. This role is a hybrid role located at our Brooklyn Navy Yard office. SCHEDULE : Monday - Friday 9:30am - 6pm (Mondays & Fridays are remote)

Requirements

1+ years of experience in e‑commerce or customer experience
Comfortable working in a highly administrative, process‑heavy environment
Naturally investigative - you like digging into details and connecting dots
Organized, reliable, and able to manage your workload independently
Calm, kind, and solutions‑focused, even when things get complicated
Thoughtful communicator with a clear point of view
Tech‑comfortable and quick to learn new systems

Nice To Haves

Experience with jewelry or luxury brands is a plus
Experience with Kustomer or POS systems is a plus

Responsibilities

Provide warm, personalized support across 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 questions
Learn and consistently communicate Catbird’s brand voice across all customer touchpoints
Offer confident guidance on product details, styling, sizing, and jewelry care
Resolve customer issues with empathy, clarity, and strong judgment
Balance high-touch customer communication with detailed, manual processing and administrative work
Independently manage administrative workflows including repairs processing, returns/exchanges, and POS-based replacements
Investigate and reconcile discrepancies across order management systems, POS, inventory, and supporting documentation
Partner cross-functionally with store, fulfillment, inventory, merchandising, and shipping teams to drive issues to resolution end-to-end
Accurately document actions, decisions, and follow-ups to ensure consistency and accountability
Manage multiple cases simultaneously while maintaining accuracy, organization, and follow-through
Take ownership of issues from first contact through final resolution
Communicate clearly and consistently via Slack and email
Identify patterns, inefficiencies, and recurring issues, and flag opportunities for improvement
Contribute ideas that help improve both customer experience and internal workflows