B2C Customer Service and Logistics

B2C Customer Service Lead

Location: New York, NY (Onsite)

Reports to: VP, Marketing & Digital

Department: Digital

About Gabriel & Co.

Gabriel & Co. is an approachable luxury jewelry brand celebrated for craftsmanship, innovation, and authentic connection. We design and manufacture fine jewelry for both our nationwide network of retail partners and our growing direct-to-consumer audience.

As we continue to expand our e-commerce presence, we’re building a world-class customer experience function—one that reflects the artistry and integrity of our brand while embracing digital innovation and operational excellence.

The Opportunity

We’re seeking a B2C Customer Service Lead to shape the future of our direct-to-consumer experience. This role is perfect for a service-oriented professional who thrives in fast-paced, luxury-brand environments and knows how to blend empathy with efficiency.

You’ll lead a small, passionate team that delivers exceptional support across phone, chat, email, and social media—ensuring that every interaction with our customers feels personal, polished, and memorable.

Key ResponsibilitiesCustomer Experience Leadership

• Lead and mentor B2C Customer Service Representatives to deliver best-in-class service across all contact channels.
• Ensure every customer interaction reflects the brand’s warmth, integrity, and sophistication.
• Manage daily ticket flow, team scheduling, and service-level adherence (response time, resolution time, satisfaction scores).
• Act as the point of escalation for complex or high-touch customer cases.

Operational Excellence

• Own and manage central customer feedback across all channels, including session-based surveys, post-purchase surveys, Google reviews, emails, phone calls, live chat, and contact forms. Review, categorize, and act on insights to drive improvement.
• Follow up on recurring customer issues, providing both short-term solutions and long-term recommendations through system configurations, website enhancements, automation, or process improvements.
• Monitor and report on customer service KPIs to identify trends, root causes, and strategic opportunities for improvement.
• Partner with E-commerce, Fulfillment, and Logistics to ensure seamless communication on orders, repairs, and returns.
• Maintain and continuously update SOPs for consistency and efficiency.
• Collaborate with Digital and Marketing teams to align the customer service team with new launches, promotions, and website updates.

Technology & Tools

• Utilize CRM and AI-powered tools to manage customer interactions effectively.
• Leverage data and reporting dashboards to measure performance and inform decision-making.

Customer Advocacy & Insight

• Capture the “voice of the customer” and translate feedback into actionable insights for E-commerce and Product teams.
• Champion Gabriel & Co.’s customer-first culture and continuously enhance the online shopping experience through innovation and empathy.

Qualifications

• 4–7 years of experience in B2C or e-commerce customer service, ideally within luxury, fashion, or jewelry.
• 1–2 years of leadership or team lead experience.
• Proven success managing multi-channel support (email, chat, phone, social).
• Proficiency with CRM and helpdesk tools (e.g., Zendesk, Gorgias, HubSpot Service, or similar).
• Excellent written and verbal communication skills with a calm, empathetic approach.
• Tech-savvy and comfortable leveraging AI-enabled tools to elevate service efficiency.
• Passionate about delivering exceptional customer experiences that balance luxury, personalization, and precision.