Returns & Repairs Associate

About the role

Ring Concierge is a rapidly growing female-founded fine jewelry company specializing in customized engagement rings and fine jewelry. We are seeking a Returns & Repairs Associate to become an integral part of our team. In this role, the Returns & Repairs Associate will be responsible for the end-to-end management of client repairs, damaged returns, and service-related requests. This role is based in our Midtown NYC office, is client-facing, and works closely with Customer Care, Ecommerce Operations, Bridal, 3PL partners, and Product Development. Success in this role requires strong operational follow-through, experience is quality assurance, systems accuracy, and polished communication.

Responsibilities

• Repairs & Service Case Management
• Own service cases from intake through completion, ensuring accuracy, timeliness, and documentation (including Bridal, ecom, and stores)
• Inspect pieces upon receipt and route to proper jeweler for repair
• Create job bags and keep all repairs organized
• Research item/service history and maintain detailed case notes
• Manage timelines and set clear expectations with customers and internal teams
• Coordinate replacement components (stones/materials) with Production as needed
• Confirm quality standards prior to return shipment
• Communicate trends and issues with PD
• Report on trends and findings to support prevention and process improvements
• Damaged Returns + 3PL Coordination
• Manage damaged return workflows with our 3PL, including photo documentation and investigations
• Track case outcomes (repair, replacement, denial, return) and ensure consistent internal updates
• Own all client communications related to repairs, damage-in-transit and damaged-return cases
• Report on trends and findings to support prevention and process improvements
• Cross-Functional Support & Reporting
• Share insights across Customer Care, Ecommerce Ops, and Product Development to assess whether issues are wear & tear, shipping/handling, or quality-related
• Support escalations and goodwill accommodations within approved budget/policy
• Maintain trackers, system updates, and monthly reporting on service volume + turnaround times
• Assist with logistics coordination and occasional special shipments/insurance requirements
• About You
• Exceptionally organized with strong ownership and follow-through
• Detail-oriented with a commitment to quality and accuracy
• Clear, professional communicator in client-facing, internal, and external interactions
• Solutions-oriented problem solver in fast-paced environment

Requirements

• 3+ years in operations, repairs, client service, or order management
• At least 6 months of fine jewelry quality assurance preferred
• Strong attention to detail, urgency, and ability to manage high-volume priorities
• Clear, professional written and verbal communication skills
• Advanced comfort with Excel/Google Sheets and operational tracking
• Strong judgment handling escalations and accommodations within guidelines
• Bachelor's degree preferred or equivalent experience
• Details
• Full-time role located in Midtown NYC
• This role requires 5 days per week in office
• Office Hours: 9:00 am to 6:00 pm, with the knowledge that we have a startup culture and your day may extend past listed office hours (with the possibility of weekends during busy season or sales)
• Health, Vision & Dental Insurance for full-time employees
• We offer generous employee discounts on our fine jewelry
• Paid time off
• Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated base compensation for this role is $55,000

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