Catbird NYC

Customer Experience Associate

Catbird NYC

full-time

Posted on:

Location Type: Hybrid

Location: Brooklyn • New York • United States

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Salary

💰 $21 - $24 per hour

About the role

  • 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

Requirements

  • 1+ years of experience in e‑commerce or customer experience
  • Comfortable working in a highly administrative, process‑heavy environment
  • Naturally investigative - you like digging into details and connecting dots
  • Organized, reliable, and able to manage your workload independently
  • Calm, kind, and solutions‑focused, even when things get complicated
  • Thoughtful communicator with a clear point of view
  • Tech‑comfortable and quick to learn new systems
  • Experience with jewelry or luxury brands is a plus
  • Experience with Kustomer or POS systems is a plus
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
e-commercecustomer experienceadministrative workflowsorder management systemsinventory managementreturns processingrepairs processingPOS systemsdata reconciliationproblem-solving
Soft Skills
empathycommunicationorganizationreliabilityindependenceinvestigativesolutions-focusedcalmnessattention to detailownership