Customer Service Associate

Hybrid Customer Service Associate at Catbird in the Customer Experience department, based at the Brooklyn Navy Yard office. Support customers across email, live chat, and social media within a 24-hour SLA; research order status and product details across multiple systems; communicate Catbird’s brand voice; provide guidance on product details, sizing, and jewelry care; resolve issues with empathy and clarity; balance high-touch customer communication with manual processing and administrative work; manage repairs processing, returns/exchanges, and POS-based replacements; investigate discrepancies across order management systems, POS, inventory, and documentation; partner cross-functionally with store, fulfillment, inventory, merchandising, and shipping teams; document actions and follow-ups; manage multiple cases simultaneously with accuracy and organization; take ownership from first contact to final resolution; communicate via Slack and email; identify patterns and opportunities for improvement; contribute ideas to improve customer experience and internal workflows; ideal candidate has 1+ year in e-commerce or customer experience, is organized and solutions-focused, and is tech-savvy with experience in jewelry or luxury brands and Kustomer or POS systems.