Gabriel & Co.
Gabriel & Co. is an approachable luxury jewelry brand celebrated for craftsmanship, innovation, and authentic connection. We design and manufacture fine jewelry for both our nationwide network of retail partners and our growing direct‑to‑consumer audience.
As we continue to expand our e‑commerce presence, we’re building a world‑class customer experience function—one that reflects the artistry and integrity of our brand while embracing digital innovation and operational excellence.
The Opportunity
B2C Customer Service Lead
Location: New York, NY (Onsite) Reports to: VP, Marketing & Digital Department: Digital We’re seeking a B2C Customer Service Lead to shape the future of our direct‑to‑consumer experience. This role is perfect for a service‑oriented professional who thrives in fast‑paced, luxury‑brand environments and knows how to blend empathy with efficiency. You’ll lead a small, passionate team that delivers exceptional support across phone, chat, email, and social media—ensuring that every interaction with our customers feels personal, polished, and memorable. Key Responsibilities
Customer Experience Leadership
Lead and mentor B2C Customer Service Representatives to deliver best‑in‑class service across all contact channels. Ensure every customer interaction reflects the brand’s warmth, integrity, and sophistication. Manage daily ticket flow, team scheduling, and service‑level adherence (response time, resolution time, satisfaction scores). Act as the point of escalation for complex or high‑touch customer cases. Operational Excellence
Own and manage central customer feedback across all channels, including session‑based surveys, post‑purchase surveys, Google reviews, emails, phone calls, live chat, and contact forms. Review, categorize, and act on insights to drive improvement. Follow up on recurring customer issues, providing both short‑term solutions and long‑term recommendations through system configurations, website enhancements, automation, or process improvements. Monitor and report on customer service KPIs to identify trends, root causes, and strategic opportunities for improvement. Partner with E‑commerce, Fulfillment, and Logistics to ensure seamless communication on orders, repairs, and returns. Maintain and continuously update SOPs for consistency and efficiency. Collaborate with Digital and Marketing teams to align the customer service team with new launches, promotions, and website updates. Technology & Tools
Utilize CRM and AI‑powered tools to manage customer interactions effectively. Leverage data and reporting dashboards to measure performance and inform decision‑making. Customer Advocacy & Insight
Capture the “voice of the customer” and translate feedback into actionable insights for E‑commerce and Product teams. Champion Gabriel & Co.’s customer‑first culture and continuously enhance the online shopping experience through innovation and empathy. Qualifications
4–7 years of experience in B2C or e‑commerce customer service, ideally within luxury, fashion, or jewelry. 1–2 years of leadership or team lead experience. Proven success managing multi‑channel support (email, chat, phone, social). Proficiency with CRM and helpdesk tools (e.g., Zendesk, Gorgias, HubSpot Service, or similar). Excellent written and verbal communication skills with a calm, empathetic approach. Tech‑savvy and comfortable leveraging AI‑enabled tools to elevate service efficiency. Passionate about delivering exceptional customer experiences that balance luxury, personalization, and precision. Referrals increase your chances of interviewing at Gabriel & Co. by 2×.
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B2C Customer Service Lead
Location: New York, NY (Onsite) Reports to: VP, Marketing & Digital Department: Digital We’re seeking a B2C Customer Service Lead to shape the future of our direct‑to‑consumer experience. This role is perfect for a service‑oriented professional who thrives in fast‑paced, luxury‑brand environments and knows how to blend empathy with efficiency. You’ll lead a small, passionate team that delivers exceptional support across phone, chat, email, and social media—ensuring that every interaction with our customers feels personal, polished, and memorable. Key Responsibilities
Customer Experience Leadership
Lead and mentor B2C Customer Service Representatives to deliver best‑in‑class service across all contact channels. Ensure every customer interaction reflects the brand’s warmth, integrity, and sophistication. Manage daily ticket flow, team scheduling, and service‑level adherence (response time, resolution time, satisfaction scores). Act as the point of escalation for complex or high‑touch customer cases. Operational Excellence
Own and manage central customer feedback across all channels, including session‑based surveys, post‑purchase surveys, Google reviews, emails, phone calls, live chat, and contact forms. Review, categorize, and act on insights to drive improvement. Follow up on recurring customer issues, providing both short‑term solutions and long‑term recommendations through system configurations, website enhancements, automation, or process improvements. Monitor and report on customer service KPIs to identify trends, root causes, and strategic opportunities for improvement. Partner with E‑commerce, Fulfillment, and Logistics to ensure seamless communication on orders, repairs, and returns. Maintain and continuously update SOPs for consistency and efficiency. Collaborate with Digital and Marketing teams to align the customer service team with new launches, promotions, and website updates. Technology & Tools
Utilize CRM and AI‑powered tools to manage customer interactions effectively. Leverage data and reporting dashboards to measure performance and inform decision‑making. Customer Advocacy & Insight
Capture the “voice of the customer” and translate feedback into actionable insights for E‑commerce and Product teams. Champion Gabriel & Co.’s customer‑first culture and continuously enhance the online shopping experience through innovation and empathy. Qualifications
4–7 years of experience in B2C or e‑commerce customer service, ideally within luxury, fashion, or jewelry. 1–2 years of leadership or team lead experience. Proven success managing multi‑channel support (email, chat, phone, social). Proficiency with CRM and helpdesk tools (e.g., Zendesk, Gorgias, HubSpot Service, or similar). Excellent written and verbal communication skills with a calm, empathetic approach. Tech‑savvy and comfortable leveraging AI‑enabled tools to elevate service efficiency. Passionate about delivering exceptional customer experiences that balance luxury, personalization, and precision. Referrals increase your chances of interviewing at Gabriel & Co. by 2×.
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