Catbird NYC

Systems Engineer

• Own the NetSuite environment — user provisioning, roles and permissions, saved searches, workflows, custom fields, forms, and dashboards.
• Manage release readiness for NetSuite version upgrades, sandbox refreshes, and SuiteApp updates; coordinate UAT with affected teams.
• Enable data hygiene across items, customers, vendors, pricing, locations, and inventory; build controls that prevent drift across channels.
• Partner with Finance and Operations on month-end close support, period locks, and audit trail integrity.
• Translate business questions from Retail, E-Commerce, Purchasing, Finance, and Leadership into clear, accurate saved searches, reports, and dashboards - built directly or in partnership with functional key users.
• Build and maintain operational reporting covering sales by channel, inventory positions, fulfillment performance, returns, and POS reconciliation.
• Document report logic so stakeholders trust the numbers and can self-serve where appropriate.
• Own end-to-end health of the integration stack and act as the primary triage point when something goes wrong between systems.

Senior NetSuite Systems Analyst

Customer Support

• 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
• Offer confident guidance on product details, styling, sizing, and jewelry care
• Resolve customer issues with empathy, clarity, and strong judgment
• 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
• Take ownership of issues from first contact through final resolution
• Communicate clearly and consistently via Slack and email
• Identify patterns, inefficiencies, and recurring issues, and flag opportunities for improvement
• Contribute ideas that help improve both customer experience and internal workflows

Senior NetSuite Systems Analyst

Customer Service Associate