Jennifer Fisher Jewelry
Customer Service Manager, Jennifer Fisher
Jennifer Fisher Jewelry, New York, New York, us, 10261
Customer Service Manager, Jennifer Fisher
About Us
Twenty years ago, it all started with the dog tag. When Jennifer became a mother, she wanted a necklace that represented her son. Something bold, meaningful, and unique. Nothing out there felt right, so she went to New York’s Diamond District and made it herself. What began as one piece of jewelry turned into something bigger, a way for women to tell their story. Each Jennifer Fisher piece embodies a bold aesthetic and refined attitude, celebrating self‑expression and strength. Today, the Jennifer Fisher brand encompasses everything Jennifer loves—jewelry, food with artisanal seasoning and clean recipes, fragrance, and collaborations—including a home collection with CB2. Her mission remains the same: create pieces that are bold, elegant, personal, and meant to be lived in. Twenty years in, and it’s just the beginning.
Specific Responsibilities Would Include We’re seeking a Customer Service Manager to lead our client experience, ensuring every customer interaction reflects the Jennifer Fisher standard of excellence. This role is responsible for managing day‑to‑day customer communications, overseeing the eCommerce returns and repairs portals, supporting virtual and client appointments in our NYC store, and partnering cross‑functionally to improve post‑purchase satisfaction and retention. The ideal candidate is Shopify Plus‑savvy, detail‑oriented, and passionate about delivering exceptional customer experiences.
Key Responsibilities
Oversee daily customer service operations for Jennifer Fisher’s website and owned stores, including email, chat, and phone support
Ensure timely responses to customer inquiries regarding orders, repairs, personalization, shipping, and returns
Resolve client concerns, complaints, or escalations with empathy, urgency, and professionalism, always aiming for first‑contact resolution and positive outcomes
Host client consultations virtually and in person at our NYC store, offering product recommendations and styling advice
Partner with store teams and internal departments to fulfill special client requests and ensure seamless service across all channels
Brand Representation & Client Experience
Maintain service excellence standards aligned with Jennifer Fisher’s luxury positioning
Represent the brand with impeccable presentation, demeanor, and service etiquette at all times
Uphold brand standards and policies while creatively addressing unique client needs and expectations
Stay informed on product knowledge, seasonal launches, craftsmanship details, and brand storytelling to confidently educate and inspire clients
Technology & Process Optimization
Administer Gorgias for ticket routing, automation, and performance tracking
Oversaw Gorgias, eCommerce Returns Portal and Repairs Portal—ensuring systems function properly, updates made as needed, and any technical or operational issues are promptly addressed
Partner with Operations and Production teams to resolve return and repair inquiries efficiently and proactively communicate timelines to clients
Identify opportunities to enhance the client experience through clearer communication, improved processes, or technology integrations
Partner with eCommerce, Merchandising, and Production/Fulfillment teams to identify and resolve recurring customer pain points
Optimize workflows to improve efficiency and customer satisfaction metrics
Reporting & Insights
Track and report on KPIs such as response time, resolution rate, NPS, return volume, and return reasons
Provide weekly insights to cross‑functional teams to drive continuous improvement
Identify opportunities for automation, knowledge base expansion, and proactive customer communication
Cross‑Functional Collaboration
Partner with eCommerce and Marketing on product launches, site updates, and promotions to anticipate and support client needs
Work closely with Retail and Operations to ensure a cohesive, omnichannel client experience
Provide feedback from customers to internal teams to inform product development, merchandising, and site enhancements
Our Best Fit Candidate Would Have
4+ years of customer service experience in eCommerce, preferably in DTC startup, jewelry or fashion environment
Expertise in Shopify Plus and Gorgias
Highly detail‑oriented with strong project management skills
Strong organizational skills with the ability to manage multiple projects in a fast‑paced environment
A bias for action; proactive problem solver with a hands‑on approach
Exceptional communication and collaboration skills. Able to work seamlessly with Product Development, Marketing/Ecommerce, Merchandising, Retail, and Operations
Enthusiasm for the Jennifer Fisher brand and an understanding of the luxury consumer
Benefits In return, we provide an industry‑competitive salary, along with a comprehensive benefits plan (medical, dental, vision) that includes a matching 401(k), Summer Fridays, generous PTO, merchandise discounts, excellent career development opportunities, and a work environment that reflects our industry leadership. Our social impact program, Centric Cares, focuses on volunteerism to make a difference in communities we live and work in and our D&I committee is shaping the future of diversity, equity and inclusion at Centric Brands through workshops, resources and inspiring conversation.
Salary Range $70,000 – $80,000
Equal Opportunity Employer Centric Brands is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity, sexual orientation, veteran status, disability, or any other protected status.
Application Disclaimer When interviewing for a position, the candidate experience will include live interaction, such as a video conference or telephone call, with a Recruiter and/or company employee(s). We will never ask for any money or payments from applicants at any point in the recruitment process. Be aware of suspicious recruitment activity. If you think you are a victim of an employment scam, you may contact your local law enforcement agency and/or visit the Federal Trade Commission website here: https://consumer.ftc.gov/articles/job-scams.
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Specific Responsibilities Would Include We’re seeking a Customer Service Manager to lead our client experience, ensuring every customer interaction reflects the Jennifer Fisher standard of excellence. This role is responsible for managing day‑to‑day customer communications, overseeing the eCommerce returns and repairs portals, supporting virtual and client appointments in our NYC store, and partnering cross‑functionally to improve post‑purchase satisfaction and retention. The ideal candidate is Shopify Plus‑savvy, detail‑oriented, and passionate about delivering exceptional customer experiences.
Key Responsibilities
Oversee daily customer service operations for Jennifer Fisher’s website and owned stores, including email, chat, and phone support
Ensure timely responses to customer inquiries regarding orders, repairs, personalization, shipping, and returns
Resolve client concerns, complaints, or escalations with empathy, urgency, and professionalism, always aiming for first‑contact resolution and positive outcomes
Host client consultations virtually and in person at our NYC store, offering product recommendations and styling advice
Partner with store teams and internal departments to fulfill special client requests and ensure seamless service across all channels
Brand Representation & Client Experience
Maintain service excellence standards aligned with Jennifer Fisher’s luxury positioning
Represent the brand with impeccable presentation, demeanor, and service etiquette at all times
Uphold brand standards and policies while creatively addressing unique client needs and expectations
Stay informed on product knowledge, seasonal launches, craftsmanship details, and brand storytelling to confidently educate and inspire clients
Technology & Process Optimization
Administer Gorgias for ticket routing, automation, and performance tracking
Oversaw Gorgias, eCommerce Returns Portal and Repairs Portal—ensuring systems function properly, updates made as needed, and any technical or operational issues are promptly addressed
Partner with Operations and Production teams to resolve return and repair inquiries efficiently and proactively communicate timelines to clients
Identify opportunities to enhance the client experience through clearer communication, improved processes, or technology integrations
Partner with eCommerce, Merchandising, and Production/Fulfillment teams to identify and resolve recurring customer pain points
Optimize workflows to improve efficiency and customer satisfaction metrics
Reporting & Insights
Track and report on KPIs such as response time, resolution rate, NPS, return volume, and return reasons
Provide weekly insights to cross‑functional teams to drive continuous improvement
Identify opportunities for automation, knowledge base expansion, and proactive customer communication
Cross‑Functional Collaboration
Partner with eCommerce and Marketing on product launches, site updates, and promotions to anticipate and support client needs
Work closely with Retail and Operations to ensure a cohesive, omnichannel client experience
Provide feedback from customers to internal teams to inform product development, merchandising, and site enhancements
Our Best Fit Candidate Would Have
4+ years of customer service experience in eCommerce, preferably in DTC startup, jewelry or fashion environment
Expertise in Shopify Plus and Gorgias
Highly detail‑oriented with strong project management skills
Strong organizational skills with the ability to manage multiple projects in a fast‑paced environment
A bias for action; proactive problem solver with a hands‑on approach
Exceptional communication and collaboration skills. Able to work seamlessly with Product Development, Marketing/Ecommerce, Merchandising, Retail, and Operations
Enthusiasm for the Jennifer Fisher brand and an understanding of the luxury consumer
Benefits In return, we provide an industry‑competitive salary, along with a comprehensive benefits plan (medical, dental, vision) that includes a matching 401(k), Summer Fridays, generous PTO, merchandise discounts, excellent career development opportunities, and a work environment that reflects our industry leadership. Our social impact program, Centric Cares, focuses on volunteerism to make a difference in communities we live and work in and our D&I committee is shaping the future of diversity, equity and inclusion at Centric Brands through workshops, resources and inspiring conversation.
Salary Range $70,000 – $80,000
Equal Opportunity Employer Centric Brands is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity, sexual orientation, veteran status, disability, or any other protected status.
Application Disclaimer When interviewing for a position, the candidate experience will include live interaction, such as a video conference or telephone call, with a Recruiter and/or company employee(s). We will never ask for any money or payments from applicants at any point in the recruitment process. Be aware of suspicious recruitment activity. If you think you are a victim of an employment scam, you may contact your local law enforcement agency and/or visit the Federal Trade Commission website here: https://consumer.ftc.gov/articles/job-scams.
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