{"id":2092045,"url":"https://alion.io/job/ring-concierge-customer-care-manager","title":"Customer Care Manager","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":"2026-10-12T06:55:09Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","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":83000,"max_usd":181000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":639},"experience_years_min":5,"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":"2026-10-08T14:52:51Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T05:17:25Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About the Role\nRing Concierge is a rapidly growing fine jewelry company specializing in engagement rings and fine jewelry. We are looking for a Customer Care Manager to lead the day-to-day execution of our Customer Care function, manage our external Customer Care team, and keep every customer interaction aligned with the Ring Concierge brand and service standards.\nThe ideal candidate is an experienced customer service professional who is highly organized, solutions-oriented, and comfortable balancing vendor management, customer escalations, reporting, and process improvement in a fast-paced environment.\nResponsibilities\nVendor Management\nOwn the relationship with our external Customer Care vendor, managing day-to-day performance, coaching, and accountability to our service standards and KPIs\nAct as the first line of escalation for complex customer situations, determining appropriate resolutions before looping in senior leadership or other internal teams\nServe as the voice and brand expert for the team so every customer communication reflects our tone, policies, and product knowledge\nManage team scheduling and coverage based on ticket volume, launches, promotions, holidays, and peak periods, and proactively adjust for coverage gaps\nCustomer Care Policy & Standards\nDefine and maintain Customer Care policies (returns, exchanges, repairs, warranty, etc.) and train the team on how to apply and hold them with customers.\nMaintain a high level of product and policy knowledge and keep the team current on important business updates\nIdentify recurring customer issues and feedback trends and recommend process, policy, or operational improvements\nTraining, Quality, and Reporting\nDevelop, maintain, and continuously improve Customer Care SOPs, macros, training materials, and internal resources.\nLead ongoing training on new policies, products, promotions, systems, and processes\nRegularly audit customer interactions across Gorgias, including email, chat, phone, and other channels, and provide actionable feedback to improve quality and consistency\nMonitor Customer Care KPIs, service levels, ticket volume, response and resolution times, and escalation trends, and prepare regular performance reporting\nSupport development of AI-powered Customer Care tools so automated responses reflect our voice, policies, and service standards\nCross-Functional and Operational Support\nPartner closely with Operations, Retail, E-commerce, Merchandising, Bridal, and other internal teams to keep the Customer Care team informed and aligned.\nManage custom order support including CADs/renderings and appraisals, keeping customers informed at each stage\nPartner with our warehouse and shipping/insurance partners on client-related inquiries and claims, including missing shipments, item discrepancies, return-to-sender packages, return escalations, and filed claims\nProvide additional hands-on Customer Care support during high-volume periods when needed\nAbout You\nStrong communicator who sets clear expectations and holds an external partner accountable to service standards\nConfident handling complex customer situations and determining appropriate resolutions\nHighly organized and process-oriented, comfortable managing multiple priorities in a fast-paced environment\nComfortable working independently while managing an outsourced team, knowing when to escalate and align with management\nCollaborative across departments and adaptable as priorities, products, and policies evolve\nRequirements\n5+ years of experience in Customer Care within a jewelry company required\nPrevious experience managing, coaching, or providing day-to-day oversight of a Customer Care team, including outsourced or vendor-managed teams\nExperience with customer service platforms such as Gorgias or similar ticketing systems\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\nGenerous employee discounts on our fine jewelry\nPaid time off, Summer Fridays, and an extra allowance of 3 days annually for religious observances\nCompensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated annual compensation for this role is $90,000+","description_format":"text","description_chars":4862,"description_truncated":false,"requirements":{"experience_years_min":5,"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":["Jewelry"],"lifecycle":[{"event":"open","at":"2026-10-08T14:56:09Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":22,"reasons":["conf:1","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/ring-concierge-customer-care-manager","json_url":"https://alion.io/job/ring-concierge-customer-care-manager.json","meta":{"generated_at":"2026-10-12T09:29:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14449,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":685652},"rest":"https://alion.io/mcp/rest/get_company?id=685652"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fring-concierge-customer-care-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fring-concierge-customer-care-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fring-concierge-customer-care-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ring-concierge-customer-care-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fring-concierge-customer-care-manager"}]}