Client Care Specialist Fine Jewelry

Job Description

Job Description

Job description

Frank Darling is a fast-growing, female-founded fine jewelry brand making custom engagement rings (and everything that comes after) more accessible than ever. We’ve been featured in Vogue, WSJ, Bloomberg, Glossy, and beyond for our design-led approach, sustainability, and modern take on bridal.

Are you a client-experience pro who knows how to make people feel genuinely cared for? Do you thrive on thoughtful problem-solving, clear communication, and turning “oh no” moments into “wow, thank you” ones? Do diamonds make your heart beat just a little faster?

We’re growing quickly and looking for a sharp, detail-oriented Client Care Specialist to join our team of fine-jewelry obsessives. This is a client-facing role focused on supporting customers through the post-production phase—handling questions, resolving issues, and ensuring every ring’s story ends on a high note.

• Verify addresses and schedule ship dates for completed rings

• Coordinate ship dates with the distribution team

• Proactively contact customers with order updates

• Prep rings for pickup

• Schedule repair, resize, and pick up appointments

• Coordinate repairs across various teams

• Assist with online chat inquiries in a timely manner

• Provide order updates through chat, phone, and email

• Process resize and repair orders

• A people person who thrives on creating an excellent customer experience.

• 2+ years of experience in client services

• Luxury retail/fine jewelry experience is a huge plus.

• Computer-savvy and phone experience is a must.

• A bachelor’s degree is preferred, but not required, for the right candidate.

• Ability to multitask and desire to work with a small, tight-knit team.

• High level of empathy and desire to make every client feel special.

• A self-starter who goes above and beyond for their clients.

• Strong written communication skills

• Ability to problem solve and think critically on your feet

• Full-time on-site role located in Tribeca, NYC

• Office hours are 9 AM to 5 PM or 10AM to 6 PM

• Available schedules: Thu-Mon

• Salary: 50K-55K

• Equity Compensation. Every Frank Darling team member receives a stock option package to share in the upside of the company's success.

• Insurance. Medical and dental insurance kicks in on the first day of your first full month!

• 401k. Optional 401k program.

• Paid Time Off. A flexible, unlimited paid time off policy enables motivated goal-oriented team members to recharge

• Performance-Based Bonuses. Monthly bonus programs tied to procurement efficiency and cost savings

• Disability and Life Insurance. 100% employer-paid.

• Pre-Tax Commuter Benefits.

• Employee Discounts. A generous discount program for you, your friends, and your family to make it easy to wear and gift Frank Darling.