Sr. Customer Support Specialist (US Shift) Jewellery Industry

Hiring for a Global Fine Jewellery Brand :

Job Title: Senior Customer Support Specialist (India – Night / U.S. Shift)
** Male candidate preferred
Job Location: Mumbai (Andheri East)
Shift: Night Shift aligned to U.S. business hours
Week Off: 6 days off per month (Rotational)

Role Overview

This is a senior, client-facing role responsible for delivering high-touch, luxury customer support to clients during U.S. business hours. The role acts as a trusted advisor, managing complex and high-value client interactions with professionalism, empathy, and discretion.

Key Responsibilities

• Serve as the senior point of contact for client inquiries via email, Zendesk, chat, and phone
• Guide clients through the complete customer journey, including:
• Diamond education
• Product selection and order status
• Delivery coordination
• Returns, resizing, and repair processes
• Confidently manage emotionally sensitive and high-stakes conversations, including issue resolution and de-escalation
• Provide expert guidance on:
• Diamonds and fine jewelry
• Engagement rings
• After-sales services and warranties
• Own Zendesk cases end-to-end, ensuring timely resolution and proactive follow-ups
• Coordinate closely with internal teams including Sales, Production, Logistics, Retail, and Repairs
• Maintain accuracy, attention to detail, and luxury service standards during peak volumes and high-pressure situations

Qualifications & Skills

• 5+ years of customer support experience, preferably within fine jewelry or luxury retail
• Strong expertise in diamonds and jewelry
• Advanced proficiency with Zendesk or similar CRM platforms
• Near-native English communication skills, both written and spoken
• Proven ability to independently manage complex cases with minimal supervision
• Comfortable and committed to working U.S. time zone hours

** Transport facility is not available so daily commuting needs to be taken care by the candidate.

Job Type: Full-time

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Ability to commute/relocate:

• Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Total: 6 years (Preferred)
• Customer Support: 6 years (Preferred)
• Diamond Jewellery Industry: 5 years (Preferred)
• US Market: 2 years (Preferred)

Shift availability:

• Night Shift (Preferred)

Work Location: In person