We are a remote-first organisation operating in the luxury jewellery e-commerce sector, serving US retail and direct-to-consumer customers. This role supports high-value transactions, post-sale service, and growth-focused customer conversations for premium jewellery brands—working US hours from India.Role & Responsibilities

Deliver world-class inbound and outbound support across email, phone, and live chat for US customers—resolving order, shipping, and product inquiries with empathy and speed.
Handle order lifecycle tasks: process cancellations, refunds, exchanges, returns authorisations, and coordinate with logistics and fulfilment partners.
Manage payment and dispute workflows: investigate chargebacks, coordinate with payments teams (Stripe/PayPal), and prepare documentation for dispute resolution.
Drive revenue via consultative upsells and cross-sells during support interactions, meeting sales conversion and Average Order Value targets without compromising service quality.
Maintain accurate customer records and case notes in the CRM/OMS, create follow-up plans, and escalate product or production issues to merchandising and design teams.
Monitor KPIs (CSAT, NPS, AHT, first-contact resolution) and participate in continuous improvement initiatives to optimise scripts, FAQs, and process flows.

Skills & Qualifications

Must-Have

Zendesk
Gorgias
Shopify
Stripe
Intercom
Order management systems
Chargeback management
Upselling techniques

Preferred

Salesforce Service Cloud
HubSpot CRM
VoIP platforms (Twilio / Aircall)

Benefits & Culture Highlights

Fully remote role with flexible work-from-home support and equipment stipend.
Opportunity to work directly with premium jewellery brands and shape customer experience playbooks.
Performance incentives tied to sales conversions and customer satisfaction metrics.

This role is ideal for customer-facing professionals who combine e-commerce operational strength with a consultative sales approach and a deep respect for luxury product care. Apply to join a remote team focused on delivering premium, measurable customer experiences for US jewellery consumers.
Skills: intercom,jewelry,shopify,customer,stripe,sales,zendesk

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US Customer Support & Sales Specialist (JEWELLERY industry only)