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E-Commerce Customer Service Associate

Catbird, a fine jewelry company, is currently looking for full-time Customer Service Associates in our E-commerce Department to cover our West Coast hours. This is a temporary position expected to start in July 2025.
This position is fully remote and only eligible to applicants based in the state of California.
SCHEDULE: Monday-Friday, 9:30am-6:00pm PST  
About Catbird
In over 20 years in business, Catbird has become an icon, the ultimate destination for gifts and jewelry. Founded in Brooklyn, NY, Catbird is a mecca for an international cast of shoppers who come to visit the brick and mortar stores of their beloved website. Both our stores and website are filled with a carefully curated selection of designers, including our in-house line of jewelry. Our Catbird line is made in our Brooklyn studio and with a few trusted partners, using ethically sourced materials and conflict-free stones. Highly trained Catbird jewelers oversee every step of the process. We are dedicated to a return to local manufacturing – what our neighborhood was famous for. Catbird is a proud member of the CFDA, certified Made in New York, and No Dirty Gold.
The key to our success is remaining true to our values:
-We believe in being an anti-racist organization and actively championing diversity, inclusion, and equity
-We believe in making and selling things people will want to keep forever and will bring continuous joy.
-We believe in doing everything we can ourselves. 
-We believe in always thinking of the long game and not focusing on a quick profit.
-We believe we are the best at what we do and we work hard to make sure we know how to sustain it as we grow.
-We believe in treating everyone (coworkers, customers, vendors) with deep respect, kindness, and honesty.
Key Responsibilities
  • Provide exceptional and personalized service to customers via email, social media channels, and live chat within a 24hr SLA window 
  • Navigate multiple order management systems, along with substantial catalog of Google documents and sheets to provide and follow up on order status’ and product details
  • Learn the Catbird ‘voice’ and customer service culture to support a long term customer relationships
  • Strong command of multiple communication styles: social media, chat, and email, ability to navigate and switch between coverage assignments as needed 
  • Provide styling and jewelry care advice to customers with a strong knowledge of Catbird products
  • Brainstorm ways to create out-of-this-world customer experiences with your manager and team members
  • Help cultivate a warm and inviting culture in order to assist our customers; clearly communicate policy and offer friendly assistance in all customer interactions
  • Display a command of product knowledge, procedure and policy to resolve any and all customer questions
  • Communicate daily via Slack and email with store, merchandising, inventory, fulfillment, and shipping teams to process, cancel, change, and update order details following trained procedures
  • Ability to think clearly and provide issue resolutions to customer concerns in the kindest and most efficient way possible
    • Our Ideal Candidate
  • 1+ year(s) of experience in E-commerce Customer Service
  • Maintains a positive attitude with an all-hands-on-deck team mentality
  • Ability to work in a fast paced environment with flexibility in various areas of coverage 
  • Problem solving mastermind 
  • Computer savvy
  • Empathetic, genuine, honest, encouraging and kind
  • Experience with jewelry or luxury brands is a plus
  • Experience using Kustomer is a plus 

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