Customer Support Specialist – Luxury Jewelry Brand | Remote (WFH)

Customer Support Specialist – Night Shift (US Voice Process)

Remote | Full-Time | EST Hours | USA E-commerce Jewelry Brand

Experience : 6–10 Years (Minimum 2 years handling US customers)

Company : Renaissance Jewel

About Renaissance Jewel

At Renaissance Jewel, we’re redefining elegance with fine, lab-grown diamond jewelry. From engagement rings to custom necklaces, our pieces are crafted to perfection and built around individual stories.

We’re not just selling jewelry — we’re curating unforgettable experiences.

As we expand globally, we’re building a world-class Customer Support & Sales Team to serve our growing US-based clientele. If you have proven experience in call center voice processes and are passionate about delivering top-tier service, we’d love to meet you.

Your Role : Customer Support Specialist (Voice Process – US Shift)

Are you someone who thrives in customer conversations and can build long-lasting relationships over the phone? Do you have the ability to solve problems and spot opportunities for sales?

Join us as a Customer Support Specialist, where you'll combine empathy, communication, and product expertise to create remarkable experiences for our customers.

What You’ll Do

Handle inbound and outbound voice calls and live chats with professionalism and warmth

Assist US-based customers with inquiries on products, orders, returns, and after-sales support

Identify and act on upselling or cross-selling opportunities during interactions

✅ Meet SLA( Service Level Agreement) , AHT

(Average Handle Time) , and CSAT

(Customer Satisfaction Score)

targets consistently

Log all customer interactions accurately using CRM tools

Collaborate across departments (Sales, Logistics, Design) to resolve customer issues efficiently

Support and mentor junior team members in delivering premium customer service

What We’re Looking For

️ 6–10 years of experience in a call center or BPO (inbound / outbound & live chat)

Minimum 2 years of direct experience handling US customers (mandatory)

️ Exceptional English communication (written & verbal)

Proficient in CRM systems, live chat, and ticketing tools

⏰ Comfortable working night shifts

Experience with E-commerce, Jewelry, or Luxury Retail is a strong advantage

Graduate degree preferred

❌ Do not apply if you do not have US customer support experience

Perks & Benefits

100% Remote role

Competitive salary

Salary review every 6 months – potential 10% increment based on performance

Opportunity to work with a premium global E-commerce brand