Location:

Mexico (Remote, Ideally based in GDL or CDMX)

Employment Type:

Full-Time Contractor

Compensation:

50,000 MXN / month

About Calavera New York:

Calavera New York is an innovative and fast-growing diamond and jewelry e-commerce brand. We are looking for a highly organized, proactive, and experienced Customer Service Manager to take ownership of our customer experience, oversee order fulfillment and shipping issues, and lead our customer support team.

The Role

This is a remote contractor position that serves as the backbone of our customer experience. You will own every touchpoint between our customers and our brand after they click "buy," from answering pre-purchase questions to resolving shipping issues and handling returns. You will work closely with our operations and marketing teams to keep things running smoothly. In addition to hands-on support, including taking phone calls with customers, you will manage and guide a small customer service team of two people. We are a fast-moving company, so we need someone who is extremely agile, independent, and able to operate effectively with minimal oversight.

Mandatory Requirements (Please Read Carefully):

C1/C2 Advanced English Proficiency: This is completely non-negotiable. You must have advanced written and spoken English fluency to communicate with our US-based customers over email, chat, and phone. This will be assessed during the interview process.

US Company Experience: You must have previous experience working at a US-based e-commerce or tech company.

Schedule:

Monday through Friday, 9:00 AM – 6:00 PM (depending on region).





Key Responsibilities

Customer Support Ownership: Manage and respond to customer inquiries across email, chat, and phone, ensuring every customer receives fast, professional, and personalized service that reflects a luxury brand experience.

Phone Support: Take inbound and outbound calls with customers to answer questions, resolve issues, and assist with high-value purchases.

Team Leadership & Management: Directly manage and mentor a team of two customer service representatives, setting standards, reviewing performance, and ensuring consistent response quality.

Helpdesk Management: Own our helpdesk platform, including ticket workflows, macros, tagging, and response time goals.

Shipping & Fulfillment Oversight: Manage shipments, tracking, and delivery issues using shipping platforms, and serve as the point of contact for lost, delayed, or damaged packages.

Carrier Relationships: Work with US carriers to file claims, resolve delivery exceptions, and keep customers informed throughout the process.

Returns, Exchanges & Resizing: Oversee the returns and exchange process from start to finish, keeping it smooth for customers and efficient for the business.

Process Improvement:



Identify recurring customer issues, build better processes and documentation, and share customer feedback with the wider team to improve the product and experience.

AI-Assisted Efficiency: Use AI tools to speed up responses, draft templates, and improve team productivity without sacrificing the personal touch.

Requirements

Hands-on experience with a helpdesk platform such as Zendesk or Gorgias.

Hands-on experience with a shipping platform such as Shippo, Easyship, or ShipStation.

A proven ability to work independently, prioritize quickly, and solve problems without needing much oversight.

Preferred Qualifications

While your English proficiency, US company experience, and independence are the most critical factors, the idóneo candidate will also have:

Familiarity with e-commerce platforms such as Shopify, BigCommerce, or Medusa.

Familiarity with US carriers such as UPS, FedEx, or USPS, including claims and delivery exception processes.

Familiarity with AI tools such as ChatGPT, Gemini, or Claude.

Previous experience managing or coordinating a customer service team.

A background, passion, or strong interest in the diamond, luxury, or fine jewelry industry.

Familiarity with team communication platforms such as Slack, Microsoft Teams, or Google Chat.

What We Offer

Competitive Pay: A monthly salary of 50,000 MXN.

Flexibility: A fully remote work environment.

Growth: The opportunity to build and lead a customer experience team and scale alongside a dynamic New York jewelry brand.

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📌 Customer Service Manager (Centro)
🏢 Calavera New York
📍 Centro