{"id":952653,"url":"https://alion.io/job/ring-concierge-customer-care-associate","title":"Customer Care Associate","company":{"id":685652,"name":"Ring Concierge","domain":"ringconcierge.com","url":"https://alion.io/company/ringconcierge","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-25T05:45:01Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":59000,"max_usd":130000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":236},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Shopify","optional":false},{"name":"Google Sheets","optional":true},{"name":"Google Workspace","optional":true},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-09-15T20:59:47Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-09-26T02:19:10Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"About Role\nRing Concierge is a rapidly growing fine jewelry company specializing in engagement rings and fine jewelry. We are looking for a Customer Care Associate to help lead the day-to-day execution of our Customer Care function and ensure every customer interaction reflects the Ring Concierge brand and service standards.\nThe ideal candidate is an experienced customer service leader who is highly organized, solutions-oriented, and comfortable balancing team management, customer escalations, reporting, and process improvement in a fast-paced environment.\nResponsibilities\nServe as the voice and brand expert for the Customer Care team, ensuring customer communications consistently reflect our tone, policies, product knowledge, and service standards\nProvide guidance, feedback, coaching, and support to the Customer Care team\nAct as the first line of escalation for complex customer situations, helping the team determine appropriate resolutions before escalating issues to senior leadership or other internal teams\nDevelop, maintain, and continuously improve Customer Care SOPs, macros, training materials, and internal resources\nLead ongoing training and education for the Customer Care team, including new policies, products, promotions, systems, and processes\nRegularly audit customer interactions across Gorgias, including email, chat, phone, and other support channels, and provide actionable feedback to improve quality and consistency\nPartner closely with Operations, Retail, E-commerce, Merchandising, Bridal, and other internal teams to ensure the Customer Care team has accurate and timely information\nIdentify recurring customer issues and feedback trends and recommend process, policy, or operational improvements\nSupport customer-related operational processes including shipping claims, appraisals, custom orders, and other cross-functional resolutions as needed\nMaintain a high level of product and policy knowledge and ensure important business updates are effectively communicated to the Customer Care team\nProvide additional hands-on Customer Care support during high-volume periods when needed\n\nAbout You\nExceptional written and verbal communication skills with a strong understanding of brand voice\nCustomer-focused while using sound judgment to balance the needs of the customer and the business\nConfident handling complex customer situations and determining appropriate resolutions\nHighly organized and able to manage multiple priorities in a fast-paced environment\nComfortable using data and reporting to identify trends and improve team performance\nStrong process-oriented mindset with experience developing SOPs, training materials, and scalable workflows\nProactive problem-solver who identifies issues before they become larger problems\nCollaborative and comfortable working across multiple departments\nAble to adapt quickly as business priorities, products, policies, and customer needs evolve\nComfortable providing clear direction and holding teams accountable to service standards\nRequirements\n3-5 years of experience in Customer Care, Customer Experience, or a related function, preferably within e-commerce, retail, luxury, or a high-touch consumer brand\nJewelry experience required\nExperience with customer service platforms such as Gorgias or similar ticketing systems preferred\nExperience with Shopify and other e-commerce platforms is a plus\nStrong proficiency in Excel/Google Sheets, Microsoft Office, and Google Workspace\nExperience creating reporting, SOPs, training materials, and quality assurance processes\nBachelor's Degree preferred\nDetails\nFull-time role located in NYC, requiring 4 days per week in office\nOffice Hours: 9:00 am to 6:00 pm, with the knowledge that we have a startup culture and your day may extend past listed office hours (with the possibility of weekends during busy season or sales)\nMust be available to provide evening, weekend, and holiday coverage during peak periods, including major promotions, launches, and the holiday season\nHealth, Vision & Dental Insurance for full-time employees\nWe offer generous employee discounts on our fine jewelry\nPaid time off\nCompensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated base compensation for this role is $55,000","description_format":"text","description_chars":4301,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Dental insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Jewelry"],"lifecycle":[{"event":"open","at":"2026-09-16T02:13:44Z"}],"liveness":{"score":66,"band":"ok","label":"Likely open","p_open":1,"p_active":0.695,"p_room":0.945,"age_days":9,"expected_fill_days":16,"reasons":["conf:3","win:mid"],"computed_at":"2026-09-25T05:45:01Z"},"pay":null,"html_url":"https://alion.io/job/ring-concierge-customer-care-associate","json_url":"https://alion.io/job/ring-concierge-customer-care-associate.json","meta":{"generated_at":"2026-09-26T03:56:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4278,"day_limit":5000,"remaining_today":722,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}