Customer Experience Associate, Escalations

| Remote
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Customer Experience Associate, Escalations – Brilliant Earth

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. 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. For more insight into our work environment and culture, and to hear from our employees, check out our profile on the Muse!

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. 

About the role:

Our Customer Experience team is dedicated to providing an exceptional experience for every Brilliant Earth customer. The Customer Experience Associate, Resolutions, will be responsible for finding solutions for customers who are requesting additional assistance beyond the scope of our Customer Experience, Sales team. You will act as both a customer and Brilliant Earth brand advocate, working to craft creative solutions to ensure every client receives a luxury experience, above and beyond their expectations. As a member of this team, you will work cross-functionally with our Customer Experience and Operations teams in order to achieve solutions for escalated customer inquiries. You will share your learnings from customer interactions with cross functional partners, including senior leaders across the organization, for continuous improvement of our customer experience and operational processes. As a member of this team, you will be able to share in the happiest moments in our customers’ lives and have a clear impact on our company growth.

The ideal candidate for this role can work a Sunday - Thursday schedule. 

What you’ll do: 

  • Provide solution-oriented service to Brilliant Earth customers, with a focus on exceptional luxury experiences 
  • Actively respond to customers who have requested to escalate an issue or speak with a manager, via email and phone communication channels 
  • Creatively resolve problems, working collaboratively with cross-functional partners 
  • Create memorable and personalized experiences for Brilliant Earth customers by providing support and responding to escalated customer inquiries 
  • Utilize sales and customer service strategies, and forward-thinking problem-solving techniques to assist and guide customers toward appropriate solutions 
  • Proactively manage review sites, including working to uphold strong ratings on public review sites, such as Yelp. 
  • Coach sales associates through escalated customer situations, to ensure that the team is using appropriate strategies to solve customer issues 
  • Contribute FAQs and scripts to our Sales Knowledge Base, in order to streamline solutions to commonly occurring issues 
  • Recommend changes to polices, processes, and customer communication that you believe will improve the customer experience, acting as a customer advocate with cross-functional partners 
  • Maintain demonstrated responsibility and accountability for meeting individual and team goals in a metrics and goals focused environment. 

You’re a great candidate if you have: 

  • A Bachelor’s degree or equivalent, preferred 
  • 3 – 5 years of experience in an escalations- or resolutions-focused customer facing role 
  • Robust customer service skills and experience working in an ecommerce or retail environment 
  • A dedicated desire to connect with customers, solve problems, and create lasting positive experiences with each customer interaction 
  • Ability to creatively problem solve, while adhering to company policy and procedure 
  • A focus on data-driven solutions and working cross-functionally toward continuous improvement 
  • Excellent, professional verbal and written communication 
  • Strong attention to detail 
  • Robust computer and systems skills – experience with a CRM system or customer focused channel software system required, Microsoft Excel skills preferred 
  • An ability to adhere to and implement security policies and procedures regarding high value products 
  • Ability to think critically and adapt quickly in a flexible work environment 
  • Exceptional time management skills and accountability 
  • A team-oriented mindset with an ability to work collaboratively 
  • An eager to learn attitude and desire to grow in a dynamic work environment 
  • An 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 salaries and a robust benefits package, including:

  • Equity Compensation. You will play an important role in the growth and success of the companyRSU awards allow us all to share in these successes.
  • 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.
  • Open 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

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.

Read Full Job Description
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • NetSuiteCRM
    • SailthruEmail

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

More Jobs at Brilliant Earth

Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Brilliant Earth's full profileSee more Brilliant Earth jobs