Customer Service Manager, Jennifer Fisher

Customer Service Manager 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.

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.

This is a hybrid role with 4 days a week in person with time split between our NYC corporate headquarters in the Empire State Building and our NYC store locations.

• 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

• 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

• Administer Gorgias for ticket routing, automation, and performance tracking
• Oversee Gorgias, eCommerce Returns Portal and Repairs Portal—ensuring systems function properly, updates are 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.

• 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

• 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…