Catbird NYC

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

Customer Experience Associate

Customer Success Manager

• Partner closely with marketing, product, and leadership team to develop retention strategies
• Increase customer loyalty and lifetime value
• Mitigate churn across our e-commerce and store customer cohorts
• Extract and analyze CRM data, customer service feedback, and survey insights for reporting
• Define additional metrics and tracking to measure retention health and brand heat
• Identify shifts within customer behavior and actions to drive growth
• Provide data driven direction on lifecycle marketing campaigns
• Use data to enhance the pilot loyalty program and clienteling services

Customer Experience Associate

CRM Manager