Customer Support Specialist

If you're passionate about providing excellent customer service and working in a creative environment, the Customer Support Specialist position may be the perfect fit for you. This role is focused on delivering high-end, personalized support to clients through email and other digital channels, ensuring they have a smooth and satisfying experience throughout their journey with us. We pride ourselves on offering thoughtful and educational support, free from high-pressure sales tactics, and are looking for someone who is driven by delivering exceptional customer experiences in a team-oriented, fashion-forward environment.

Please Note – We are looking for candidates from all professional backgrounds, so no jewelry or design background is required!

About Us

East West Gem Co. is an e-commerce and by-appointment custom jewelry company with showroom locations in New York City, Charleston, and Orange County. We are a female-led and operated, growing company, and this role is based out of our Charleston, SC showroom! At East West, we value transparent communication within our team and with our clients. We're seeking self-starters who thrive in a growth-focused environment that fosters independence and rejects micromanagement. At East West, we champion work-life balance with a clear schedule of 8 : 30 am–5 pm, 5 days a week. Communication with clients is primarily through email, with occasional Zoom calls as needed.

Check out our company @eastwestgemco on Instagram and TikTok!

Job Responsibilities

• Responding to client inquiries and providing timely, thoughtful support via email
• Assisting clients with navigating their custom design process through written communication
• Managing and resolving customer issues, concerns, or questions in an empathetic and efficient manner
• Supporting clients with product-related questions and helping them finalize their jewelry decisions
• Handling inquiries related to pricing, customizations, and order statuses
• Maintaining an organized system for client communications and follow-ups
• Working closely with the design and sales teams to ensure seamless order processing
• Contributing feedback to improve customer support processes and experiences
• Providing occasional support for social media inquiries via Instagram DMs and comments
• Collaborating with the team to enhance overall customer experience and service quality
• Effective time management skills that allow you to respond to inquiries in a timely manner
• Strong written communication skills with a focus on clarity and empathy
• Proactive problem-solving attitude and eagerness to help clients
• Good organizational skills and attention to detail
• Positive, team-oriented attitude with a passion for customer service
• Ability to manage multiple inquiries and prioritize tasks effectively
• Familiarity with Google products (Sheets, Docs, and Slides)
• Knowledge of Shopify or similar e-commerce platforms (bonus, not required)

Details and Benefits

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Industries

Retail Luxury Goods and Jewelry

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