Jack Mason
We are seeking a detail‑oriented and customer‑focused Customer Service Representative to support our growing watch brand. This role serves as the primary point of contact for customers and collectors, providing knowledgeable, thoughtful assistance related to timepieces, orders, servicing, and warranties. You’ll help customers before, during, and long after their purchase—answering questions, solving problems, and representing the heart of the brand. The ideal candidate has a passion for watches, strong communication skills, and a commitment to delivering a high‑touch customer experience.
Key Responsibilities
Respond to customer inquiries via email, phone, chat, and social platforms
Provide detailed product knowledge on our watches, including movements, specifications, sizing, straps, and care
Assist customers with orders, shipping, returns, and exchanges
Manage warranty claims, repairs, and service requests in coordination with watchmakers and service partners
Track and update customers on repair timelines and order status
Maintain accurate records in CRM and service management systems
Identify recurring customer issues and provide feedback to internal teams
Uphold the brand’s tone, values, and attention to detail in all communications
Qualifications
Customer service experience (luxury, retail, or enthusiast products preferred)
Familiarity with watches, horology, or mechanical movements is a strong plus
Excellent written and verbal communication skills
Strong understanding of brand image and being its voice
Strong organizational skills a MUST and attention to detail
Comfortable working independently in a fast‑moving startup environment
Willingness to wear multiple hats and learn new systems quickly
Experience with Shopify and Zendesk is a plus
Skills & Competencies
Enthusiast‑level curiosity about mechanical watches (or a strong desire to learn)
Clear, professional communication with collectors and first‑time buyers
Problem‑solving and conflict‑resolution skills
Ability to manage multiple customer cases simultaneously
Passion for craftsmanship, design, and product quality
Work Environment & Schedule
In‑office at Jack Mason HQ in Dallas, TX
Casual with a start‑up feel
Excellent work life balance
Flexible schedule, with increased workload during launches and fulfillment periods
What We Offer
Hands‑on product training and exposure to watchmaking
Direct collaboration with the founders and design team
Growth opportunities within a fast‑growing watch brand
Employee discounts on watches and accessories
Benefits (health insurance, PTO)
Referrals increase your chances of interviewing at Jack Mason by 2x
Get notified about new Customer Service Representative jobs in Dallas, TX.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Industries
Retail
#J-18808-Ljbffr
Key Responsibilities
Respond to customer inquiries via email, phone, chat, and social platforms
Provide detailed product knowledge on our watches, including movements, specifications, sizing, straps, and care
Assist customers with orders, shipping, returns, and exchanges
Manage warranty claims, repairs, and service requests in coordination with watchmakers and service partners
Track and update customers on repair timelines and order status
Maintain accurate records in CRM and service management systems
Identify recurring customer issues and provide feedback to internal teams
Uphold the brand’s tone, values, and attention to detail in all communications
Qualifications
Customer service experience (luxury, retail, or enthusiast products preferred)
Familiarity with watches, horology, or mechanical movements is a strong plus
Excellent written and verbal communication skills
Strong understanding of brand image and being its voice
Strong organizational skills a MUST and attention to detail
Comfortable working independently in a fast‑moving startup environment
Willingness to wear multiple hats and learn new systems quickly
Experience with Shopify and Zendesk is a plus
Skills & Competencies
Enthusiast‑level curiosity about mechanical watches (or a strong desire to learn)
Clear, professional communication with collectors and first‑time buyers
Problem‑solving and conflict‑resolution skills
Ability to manage multiple customer cases simultaneously
Passion for craftsmanship, design, and product quality
Work Environment & Schedule
In‑office at Jack Mason HQ in Dallas, TX
Casual with a start‑up feel
Excellent work life balance
Flexible schedule, with increased workload during launches and fulfillment periods
What We Offer
Hands‑on product training and exposure to watchmaking
Direct collaboration with the founders and design team
Growth opportunities within a fast‑growing watch brand
Employee discounts on watches and accessories
Benefits (health insurance, PTO)
Referrals increase your chances of interviewing at Jack Mason by 2x
Get notified about new Customer Service Representative jobs in Dallas, TX.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Industries
Retail
#J-18808-Ljbffr