Work In Tech

Customer Experience Associate

Overview

We're looking for a Customer Experience Manager who will own the end-to-end customer journey and ensure that every interaction reflects the exceptional quality and emotional value of our brand. You will be the voice of the customer and a champion for creating smooth, joyful, and memorable experiences — from purchase to unboxing and beyond.

About Jewlr

Personalized Jewelry, designed by you.

At Jewlr, we invite you into a world of possibility, a creative destination to freely discover and design jewelry that is uniquely, and meaningfully yours. Our jewelry is a celebration and a genuine reflection of who you are — your beliefs, your loves, your experiences, and your milestones. Explore endless styles and customize to mark your moments, give thoughtfully, and play with personality.

The winner of the 2013 Canada Post's Most Innovative Large Retailer Award, Jewlr's combination of innovative custom design technology with traditional hand made manufacturing delivers high quality jewelry that transforms your memories into timeless pieces.

Headquartered in Toronto, Canada, Jewlr was founded in 2009 with the mission to create a truly unique online experience where you choose, personalize, and customize fine jewelry.

Today, Jewlr is an internationally recognized brand employing more than 150 people and has shipped more than 1.5 million orders. Jewlr continues to grow exponentially year-by-year and has redefined the international standard for personalized jewelry.

JOIN OUR TEAM

Ever wanted to be a part of something bigger? We're working towards a fresh new look and want to hear from you!

Key Responsibilities

• Lead and mentor the customer support team to ensure timely, empathetic, and solutions-focused service via email, chat, and phone.
• Own customer feedback programs (CSAT, NPS, reviews), and turn insights into actionable improvements.
• Collaborate with operations and production to resolve order issues, delays, or quality concerns with urgency and care.
• Work with marketing and UX teams to improve the online shopping experience, FAQs, product pages, and post-purchase communication.
• Analyze customer service metrics and trends to inform training, product feedback, and business strategy.
• Implement CRM and support tools (e.g., Zendesk, Gorgias, HubSpot) and automation to improve workflow efficiency and customer follow-up.
• Create proactive outreach initiatives (e.g., surprise gifts, milestone messages, loyalty touchpoints) that build long-term customer relationships.
• Help reduce returns, increase repeat purchases, and enhance brand loyalty through service excellence.

Qualifications & Skills

• 4 to 6+ years in customer service, experience, or success — ideally in eCommerce or customized product businesses.
• Demonstrated success managing a small-to-mid-sized CX team or support function.
• Excellent communication skills — both written and verbal — with a warm, professional tone.
• Strong problem-solving, multitasking, and conflict-resolution abilities.
• Experience with CX platforms and tools (e.g., Shopify, Klaviyo, Smile.io, etc.).
• Highly customer-empathetic with a passion for building meaningful experiences.

This is a full-time hybrid position based in Toronto.

Jewlr is an equal opportunity employer that is committed to diversity and inclusion and providing a workplace that is free from discrimination. Jewlr is committed to accommodating persons with disabilities. Such accommodation is available on request in respect of all aspects of the recruitment, assessment and selection process and may be requested by emailing help@jewlr.com.