Lifetime Care Specialist

Job Description

Frank Darling, is a rapidly growing female‑founded fine jewelry brand making custom engagement rings more accessible than ever before. We’ve been featured in Vogue, WSJ, Bloomberg, Glossy, and a number of other publications for our design, sustainability, and modern take on the bridal category.

Are you a customer experience pro with the ability to personalize every client interaction and a deep knowledge of jewelry design and manufacturing techniques? Do you thrive off of creating a positive environment for every customer? Love love love diamonds?

We’re looking for an amazing Lifetime Care Specialist to join our ever‑growing team of fine jewelry enthusiasts! This is a client‑facing role responsible for working cross‑functionally with our quality, sales, client care, and production teams to help facilitate remakes while maintaining a five‑star customer experience.

• Work one‑on‑one with clients throughout the ring remake process, acting as a liaison between production, sales, design, gemology, and CAD teams.
• Meet clients to pick up their finished rings and discuss insurance and ring care.
• Guide clients through complicated repairs with compassion, ensuring their concerns are understood and addressed.
• Meet with clients to intake rings for resizing or repair, providing clear expectations and next steps.
• Partner with the design and sales teams to suggest design updates that preserve the client’s vision while enhancing durability and longevity.
• Conduct quality assessments (QA) of physical rings to determine the best path forward.
• Collaborate with the production team to ensure all changes, fixes, and design updates are completed before shipping.
• Manage insurance claims from Jewelers Mutual and Brite Co, working closely with clients to redesign and remake their rings.
• Recommend thoughtful design modifications to help resolve remake challenges.
• Act as the escalation contact for production issues that impact design or gemstones—such as chipped stones, poorly designed settings, or mismatched side stones.
• Suggest alternative diamonds when the originally selected stone is unavailable.

• A people person who thrives on creating an excellent customer experience.
• 2+ years of experience in client services.
• Hands‑on bench jewelry and/or fine jewelry design experience.
• Computer‑savvy and phone experience is a must.
• A bachelor’s degree is preferred, but not required, for the right candidate.
• Ability to multitask and desire to work with a small, tight‑knit team.
• High‑level of empathy and desire to make every client feel special.
• A self‑starter who goes above and beyond for their clients.
• Responsive through all communication channels with the team and clients.
• Highly empathetic with high emotional intelligence.

• Full‑time on‑site role located in Tribeca, NYC.
• Office hours are 10 AM to 6 PM.
• Available schedules:
  Thursday – Monday.
• Salary: $55 k – $65 k.

• Equity Compensation – every Frank Darling team member receives a stock option package to share in the upside of the company’s success.
• Insurance – medical, dental, and vision insurance kicks in on the first day of your 2nd month!
• 401(k) – optional 401(k) program.
• Paid Time Off – a flexible, unlimited paid time off policy enables motivated, goal‑oriented team members to recharge.
• Performance‑Based Bonuses – monthly bonus programs tied to procurement efficiency and cost savings.
• Disability and Life Insurance – 100 % employer‑paid.
• Pre‑Tax Commuter Benefits.
• Employee Discounts – a generous discount program for you, your friends, and your family to make it easy to wear and gift Frank Darling.