Customer Success Manager (Jewelry Industry)

Manage inbound customer requests for custom jewelry pieces

Serve as the primary point of contact for assigned accounts

Communicate directly with customers via email, phone, and messaging platforms

Ensure a high-touch, responsive customer experience

Review customer submissions and identify missing or unclear information.

Ask thoughtful clarifying questions to fully understand customer requirements before production begins.

Translate customer requests into clear, actionable instructions for internal teams.

Guide customers through pricing, materials, manufacturing capabilities, and design trade-offs.

Ensure customer expectations are aligned with operational capabilities and production timelines.

Coordinate closely with CAD designers, production, and operations teams throughout the manufacturing process.

Support CAD preparation and coordination by ensuring customer requirements are accurately translated into production-ready designs.

Assist with quote preparation and pricing coordination while maintaining a high level of accuracy.

Track order progress from design through manufacturing and final delivery.

Ensure all required materials (e.g., stones, specifications, approvals) are received before production.

Escalate production or technical issues when needed.

Follow up on pending approvals, missing customer inputs, or stalled orders.

Maintain accurate notes, customer communications, and order updates in internal systems.

Ensure customer projects continue progressing smoothly through every stage of production.

Support continuous improvement of internal workflows and customer processes.

Identify opportunities to improve organization, efficiency, and customer experience using technology or automation.

Excellent written and spoken English.

Strong verbal communication skills with a neutral, easy-to-understand accent suitable for communicating with US-based customers.

Strong listening skills with the ability to ask thoughtful follow-up questions and communicate complex information clearly.

2+ years of experience in Customer Success, Account Management, Client Services, Operations, or similar customer-facing roles.

Experience managing multiple customer requests while working under tight deadlines.

Highly organized with exceptional attention to detail.

Tech-savvy and able to quickly learn new systems and software.

Strong problem-solving skills with a proactive, ownership mindset.

Demonstrated ability to improve workflows, solve problems independently, or take initiative beyond assigned responsibilities.

Comfortable working US business hours.

Experience in jewelry, diamonds, gemstones, luxury products, or custom manufacturing environments.

Experience working with custom or bespoke jewelry manufacturing.

Experience with CAD preparation, CAD coordination, jewelry production workflows, quote preparation, or pricing coordination.

Experience balancing customer service responsibilities with operational or production support.

Experience working in fast-paced production environments with short turnaround times.

Prior exposure to SaaS platforms, marketplaces, CRM systems, AI tools, or workflow management software.

Experience at companies like Rare Carat, Nivoda, or similar jewelry or diamond technology companies is highly preferred.

Friendly, empathetic, and professional communicator who enjoys building relationships with customers.

Naturally curious and comfortable asking clarifying questions before making assumptions.

Strong analytical thinking and attention to detail.

Calm and confident when managing customer conversations.

Comfortable balancing customer expectations with operational constraints.

Able to manage multiple customer projects simultaneously while maintaining accuracy.

Thrives in fast-paced environments with time-sensitive production schedules.

Comfortable handling both customer-facing responsibilities and operational work such as pricing, CAD coordination, and production tracking.

Demonstrates initiative by improving processes, building systems, or finding more efficient ways of working.

Strong ownership and accountability—you naturally take responsibility for ensuring customer orders move forward.

Excited to learn new technology and comfortable working with AI-enabled platforms and modern software.

Preferred Location: South Africa

Work Schedule: US business hours (aligned to customer base)

Start Date: As soon as possible