Customer Experience Associate


Cambridge, MA


Posted: October 8, 2019

About The Company

CustomMade provides the most seamless, enjoyable, and personal way to buy an engagement ring online. By offering an extremely high-touch, guided design service, we help our customers avoid the overwhelming and often lackluster experience of picking out a ring from a jeweler or traditional online retailer, and instead work with them to create a perfect, meaningful design that they can’t wait to share with their partner.

We have a proven business model and are in the midst of rapid growth. We need your help scaling our operations and continuing to raise the bar for the quality of our one-of-a-kind experience.

About The Opportunity

As our Customer Experience Associate you’ll manage a growing team - currently ~40 Jewelry Consultants working remotely. You’ll set the vision for our consultation process, drive high performance, and scale the team to 60, 100, and beyond. To succeed, you’ll need a rare combination of systems thinking, management skills, and customer orientation. You’ll report to the Customer Experience Manager.

This is an opportunity to lead the customer-facing portion of a concierge process that is the core of our competitive advantage. Learn more about our process.

Job Functions

  • Ensure our Jewelry Consultant team continues to deliver against 4 key success metrics: Service, Scale, Conversion, and Cost
  • Set our Jewelry Consultant team up for success:
    • Team: Maintain our challenging, motivating culture to engage and retain team members
    • Training: Ensure initial and ongoing training supports complex customer guidance
    • Tools: Improve policies, templates, and product features for operational efficiency
    • Performance: Help individuals achieve their quantitative and qualitative KPIs
  • Manage our existing hiring system, enabling flexible growth in lockstep with revenue
  • Mentor and develop Senior Jewelry Consultants into effective shift team leaders
  • Use data and analytics to deliver efficient and high-performing processes
  • Build a deep customer understanding, then adjust our experience around it
  • Work cross-functionally, bringing the sales and customer perspective to everything from product to diamonds to marketing

Qualifications, Skills, & Abilities

  • 2-4 years' experience in a management, strategy, operations, or related role within a high-performing organization
  • Track record of high-achievement and increasing responsibility
  • Systems orientation towards building self-sustaining processes
  • Demonstrated experience as a leader inside and outside the workplace
  • Excellent written communication
  • Ability to get things done in the absence of perfect information
  • Bachelor’s Degree from a top college/university
  • Personal interest in high-quality jewelry preferred

To Apply:

Send your resume to Chava Kenny (

Principals only. No recruiters, please.

Additional Information

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.

It is the policy of CustomMade, Inc. to afford equal employment opportunity to all qualified persons regardless of race, color, religious creed, national origin, ancestry, age, military status, sexual orientation, disability, genetic information, gender identity, gender expression or gender or other categories protected by law unless based upon a bona fide occupational qualification.

*External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.