Customer Care Manager at Brilliant Earth

| Greater Denver Area
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Customer Care Manager - Brilliant Earth 

Position Overview: 

The Customer Care Manager will recruit and oversee a team of dedicated Customer Care Representatives, responsible for delivering exceptional service to Brilliant Earth customers. The Customer Care Representatives are responsible for pre-sale and post-sale activities and supporting the sales process, as well as efficiently and effectively executing an excellent customer experience. As the Customer Care Manager, you will have the opportunity to develop a team and have a direct impact on the growth of the company. This role will work cross functionally with our outsourced BPO team to ensure a consistent customer experience.

Ideal candidates for this position can work a Sunday – Thursday schedule.

Key Responsibilities: 

  • Recruit, train and lead a team of Customer Care Representatives in a fast-paced environment 
  • Maintain an efficient and highly functional internal and outsourced team, ensuring that the team is meeting goals and a high standard of customer service 
  • Support individual and team growth through continuous training and real-time feedback 
  • Create memorable and personalized experiences for Brilliant Earth customers by guiding customers through pre-sale and post-sale activities, such as financing options, shipping options/issues, repairs, resizes, etc. 
  • Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives 
  • Handle customer experience escalations, ensuring the best possible experience for all customers 
  • Cross functional communication with sales, production, fulfillment, and BPO partners to ensure a memorable customer experience 
  • Implement goals, training, and employee development within BPO contact centers
  • Track and analyze BPO operational effectiveness and continuously improve key call center performance and efficiency KPI’s, including CSAT, Service Levels, and other key metrics. 
  • Partner with key BPO, Customer Care, Sales and Operations leaders to identify opportunities for improvement and process
  • Foster a positive, team oriented and customer-focused environment for the internal and BPO teams 

What we’re looking for:

  • A passion for the customer. You don’t just like to help – you go above and beyond to provide the best possible experience to each customer that comes through the door.
  • A drive to exceed goals. You love a good challenge! You’re a self-proclaimed “over-achiever” on a mission to help your team exceed their sales targets.
  • It’s all in the details. When it comes to our customer’s biggest moments, you know it’s the little things that count the most. You have a passion for process and a keen eye for detail in a fast-moving work environment.
  • Communication is Key. You have a way with words. Whether you’re interacting with a customer or teammate in person, via email, or by chat, you’re clear and concise.
  • An Eye for Innovation. You’re a creative thinker who brings new ideas to the table.
  • Master of Collaboration. You’re a team player. You believe that in order to transform the jewelry industry, we all have to work together!
  • A Passion for Leadership. You have an open, positive, and collaborative leadership style and a desire to develop your team.
  • A strategic approach. When it comes to complex business needs, you always start with the data. You have a knack for problem-solving and process improvement with an eye for enhancing the customer experience. 

You’re a Great Fit if You Have:

  • Demonstrated experience managing people in a customer service & support / call center environment 
  • Proven track record of recruiting and leading high performing and accountable teams 
  • BA degree or equivalent, preferred 
  • Robust CRM software experience
  • Ability to think critically and adapt quickly in a fast-paced, flexible environment 
  • Exceptional time management skills and accountability 
  • Entrepreneurial spirit / self-starter 
  • Interest in socially and environmentally responsible organizations and products 

What We Offer

At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth! In addition, we offer competitive compensation and a robust benefits package, including:

  • Insurance. Medical, dental, and vision insurance kick in on the first day of your 2nd month!
  • 401k match. We know that saving for the future is important. That's why we offer a generous 401k match.
  • Generous PTO Policy. We know it’s important to recharge and relax.
  • Disability and Life insurance. 100% employer-paid.
  • Pre-Tax Commuter Benefits.
  • Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.
  • Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry.
  • Wellness Benefits. We offer access to exclusive discounts on gym memberships and more, as well as an Employee Assistance Program for 24/7 access to counseling.
  • Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.

The targeted budget for this position is 65-70k base salary. This compensation budget range may be adjusted at any time at the discretion of the company. 

More About Us

Brilliant Earth is one of the fastest growing e-commerce jewelers in the world, and a global leader in ethically sourced fine jewelry. Founded in 2005, we have been featured in Time, The Knot, Forbes, and Refinery29, among many other media outlets. Our showroom teams offer a 1:1 appointment-based environment and engage with customers via email, chat, and phone, creating a luxury, omnichannel approach to the customer experience. In addition, our ground floor locations include a browsing area for walk-in customers. We strive to create a fun, educational, and relaxing experience in a personalized luxury environment!

We are a group of dedicated team members with a common goal of creating a more sustainable, transparent, and compassionate jewelry industry. We are searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. Brilliant Earth team members bring a top-notch attitude and a willingness to help each other grow.

Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.

How to Apply & What to Expect:

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond.

You’ll receive an email when we’ve received your application and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and an opportunity to chat with a few of our Customer Experience senior leaders via video call! 

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Technology we use

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Location

Located across from the Cherry Creek Mall, our team members have walking access to popular restaurants, shops, and the Cherry Creek trail. The office is centrally located and our team members bike, walk, drive, and utilize public transportation to commute.

An Insider's view of Brilliant Earth

What are some social events your company does?

I joined Brilliant Earth because the story of growth was very inspiring to me. I knew I could contribute to that vision and be a part of something that I believed in. The culture fit with my own personal values and the mission provided a sense of purpose in the work I would be doing.

Sam

Director, Customer Experiences and Contact Center

How do you collaborate with other teams in the company?

I start my day by taking a look at the calendars and seeing what lies ahead for the day. I also like to say hi to everyone as they come in. Our showroom is open 7 days a week, so we each have a different workweek. It's nice to catch up each morning with people who are back from their weekend!

Kelly

Customer Experience Manager

How does the company support your career growth?

"Brilliant Earth is a great place to work, not only if you want to develop professionally, but also if you want to work toward a larger common good. You’ll be motivated by your other team members to put your best foot forward every day. I’m excited to see all the impacts Brilliant Earth can continue to make on the jewelry industry!

Mary

Sr. Marketing Manager

How do you empower your team to be more creative?

Brilliant Earth has one of the most collaborative cultures I've been a part of. It is strongly encouraged to partner on initiatives cross-functionally and build teams to solve tough problems. The feeling of support, friendship, and working toward a common goal is palpable and makes this a special place to work.

Sharon

SVP, Customer Operations

How do your team's ideas influence the company's direction?

What I enjoy most about the culture is the true desire of everyone to make a difference. As a new employee I have felt valued since day one and truly feel like my opinion and ideas matter. Senior Leadership is always open to implementing new ideas and gives me the freedom to take chances and, in some cases, risks to help those ideas come to life.

Duane Crum

Senior Customer Care Manager

What are Brilliant Earth Perks + Benefits

Brilliant Earth Benefits Overview

Brilliant Earth offers a competitive, robust benefits package. As a full-time Brilliant Earth employee, you can choose to enroll in medical, dental and vision insurance plans, 401(k) plan with matching contribution, and commuter benefits. We offer paid parental leave, an open PTO policy, an employee discount on our products, and equity. Employees of Brilliant Earth have access to an Employee Assistance Program which includes mental health counseling, and can participate in regular wellness events led by the culture team.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Intracompany committees
Mission & Volunteering Committee Professional Development Book Club
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer a stipend for continuing education.
Online course subscriptions available
Customized development tracks
Paid industry certifications

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