Catbird Customer Experience Associate in New York, NY | 1218965354

Estimated Pay info	$21 per hour
Hours	Full-time
Location	New York, NY New York, New York open_in_new

Catbird, a fine jewelry company, is currently looking for a thoughtful, detail‑oriented Customer Service

Associate to join our Customer Experience department. This role sits at the intersection of customer care

and operations and is best suited for someone who enjoys figuring things out, working through manual

processes, and taking ownership of their work.

You’ll support customers across multiple channels while also managing behind‑the‑scenes processing

work that keeps orders moving accurately and on time. We’re looking for someone experienced, steady,

and curious - who brings a point of view and a positive attitude. This role is a hybrid role located at our

Brooklyn Navy Yard office.

SCHEDULE: Monday - Friday 9:30am - 6pm (Mondays & Fridays are remote)

Key Responsibilities

Provide warm, personalized support across email, live chat, and social media within a 24-hour SLA

Navigate multiple systems, spreadsheets, and internal tools to research order status, product details, and customer questions

Learn and consistently communicate Catbird’s brand voice across all customer touchpoints

Balance high-touch customer communication with detailed, manual processing and administrative work

Independently manage administrative workflows including repairs processing, returns/exchanges, and POS-based replacements

Investigate and reconcile discrepancies across order management systems, POS, inventory, and supporting documentation

Partner cross-functionally with store, fulfillment, inventory, merchandising, and shipping teams to drive issues to resolution end-to-end

Accurately document actions, decisions, and follow-ups to ensure consistency and accountability

Manage multiple cases simultaneously while maintaining accuracy, organization, and follow-through

Identify patterns, inefficiencies, and recurring issues, and flag opportunities for improvement
Contribute ideas that help improve both customer experience and internal workflows

Our Ideal Candidate

Customer Experience Associate