Job Description

About Haverhill

Haverhill is a fast-growing jewelry brand dedicated to crafting timeless, personalized pieces. We blend timeless design with a legacy of quality and craftsmanship, delivering meaningful jewelry to customers around the world. At Haverhill, we pride ourselves on providing exceptional products and memorable customer experiences.

Position Summary

We are seeking a dynamic and experienced Customer Service Manager to lead our customer support team, ensuring our clients receive top-tier assistance throughout their purchase and ownership journey. The ideal candidate will be someone who thrives in a fast-paced, growing environment, demonstrates a deep passion for customer satisfaction and sales, and embraces technology—including AI—to optimize efficiency without sacrificing quality. This role is primarily on-site in our Warren, RI office, with some flexibility for remote work.

Typical Weekly Hours: Full Time (40 hours)

Peak Season Note: During high-volume sales periods (such as Mother’s Day and Christmas), overtime may be required and is considered mandatory.

Key Responsibilities

Team Leadership and Management

• Directly supervise a team of two (2) current Customer Service Representatives, with the potential to scale the team over time.
• Plan and implement growth strategies, which may include expanding the in-house team, managing an outsourced agency, or a blend of both.
• Develop performance goals and benchmarks, ensuring team members have the guidance and resources to meet and exceed targets.
• Foster a positive, collaborative environment that emphasizes quality service, continuous improvement, and efficient use of technology.

Customer Experience & Sales Support

• Own the end-to-end customer journey, from initial inquiry to post-purchase support, with a focus on delivering outstanding experiences.
• Provide styling advice, guiding customers in product selection while shopping live on or through scheduled virtual consultations.
• Identify and execute upselling and cross-selling opportunities to drive sales while maintaining a customer-centric approach.
• Design and implement policies, procedures, and processes that streamline customer interactions and enhance satisfaction.

Operational Excellence

• Monitor and analyze support metrics (e.g., response times, resolution rates, customer satisfaction scores) to identify trends and areas for improvement.
• Collaborate with cross-functional teams (e.g., Marketing, Production, E-commerce) to address product or service gaps and align on customer service objectives.
• Maintain updated knowledge of product offerings, promotions, new launches, and styling tips.

Technology & Tools

• Oversee the use of ReAmaze for customer support, ensuring the platform is optimized to respond to customer inquiries effectively.
• Leverage Shopify+ for order management, workflow automation, and seamless customer experiences.
• Identify opportunities to introduce or enhance AI-driven solutions to automate routine tasks, improve response times, and boost team efficiency—always balancing innovation with a personal touch.

Conflict Resolution

• Handle escalated customer cases, using sound judgment to achieve resolutions that balance customer satisfaction with company objectives.
• Develop and maintain a clear and effective escalation process.

Reporting & Analysis

• Provide regular updates to senior management on service performance, team achievements, and customer insights.
• Leverage data to forecast needs, optimize resource planning, and drive strategic decisions.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• 3–5 years of experience in customer service management or a related leadership role.
• Proven track record of building and leading high-performing teams.
• Strong understanding of customer service best practices, metrics, and methodologies.
• Experience with ReAmaze (or similar customer support platform) and Shopify+ (or similar e-commerce platform).
• Excellent verbal and written communication skills; comfortable interacting with various stakeholders and potential customers in styling or upselling scenarios.
• Tech-savvy mindset with an interest in leveraging AI-driven tools to enhance efficiency and maintain high-quality service.
• Ability to think critically, solve complex problems, and adapt quickly in a fast-paced environment.
• Passionate about delivering outstanding customer experiences and cultivating positive relationships.
• Experience working in, or a strong passion for, luxury goods and/or fine jewelry

Why Join Haverhill?

• Impactful Work: Be part of a fast-growing brand that delivers meaningful, personalized products to customers worldwide. We were recently named to The Lead’s Foremost 50 List - come & join our momentum!
• Growth Opportunities: Join a dynamic team in a rapidly expanding company where your contributions are recognized and rewarded. We’ve been named two years in a row (2023 & 2024) on the Inc. 5000 list of fastest-growing private companies in the USA - come grow with us.
• Collaborative Environment: Work alongside passionate professionals who value creativity, integrity, and teamwork.
• Location Flexibility: Enjoy an on-site role in Warren, RI with the added benefit of remote work flexibility.
• Competitive Compensation: $60,000 – $70,000 base salary annually (commensurate with experience), plus benefits and bonus potential.

At Haverhill, we celebrate moments—and that includes the people who make them happen! We believe that creativity thrives in an inclusive, diverse, and welcoming environment. That’s why we’re proud to be an equal opportunity employer , embracing individuals of all backgrounds, experiences, and identities.

No matter your race, color, religion, gender, national origin, age, disability, veteran status, or favorite ice cream flavor , you’re welcome here. If you’re passionate, talented, and ready to grow with us, we’d love to have you on our team.

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