Customer Experience Manager

Kinn Studio is a modern heirloom jewelry brand that blends timeless design with ethical craftsmanship. We create solid gold pieces meant to be worn every day, passed down, and treasured forever. As a growing, founder-led company, we're building a brand that celebrates meaningful connectionthrough our jewelry, our story, and the way we treat our customers.

About the Role

We're looking for a Customer Experience Manager to join our small-but-mighty team and elevate the way we serve and engage our customersbefore, during, and after purchase. In this role, you'll shape and execute a high-touch experience that builds deep loyalty, drives retention, and supports our rapid growth.

You'll be hands-on and strategic, leading customer support, supporting events and trunk shows, and personalizing service for our top clients. If you thrive in fast-paced environments, love creating exceptional experiences, we'd love to meet you.

What You'll Do:

Deliver a Seamless, White-Glove Customer Experience

• Manage the full customer journey across digital, retail, and post-purchase
• Identify friction points and improve touch-points to drive satisfaction and loyalty
• Update and maintain SOPs to ensure consistent, high-quality service

Lead Digital Support with Excellence

• Own the CX platform (Gorgias): maintain <12hr first response time and <24hr resolution
• Uphold brand voice and tone across email, chat, and social channels
• Monitor trends and escalate recurring issues to improve CX

Own VIP Client Experience

• Manage segmentation and engagement for top clients
• Execute personalized outreach, gifting, exclusive previews, and white-glove service
• Create experiences that surprise, delight, and foster long-term relationships

Support Trunk Shows & Events

• Partner on the planning and execution of monthly trunk shows and pop-ups
• Handle logistics, gifting, and follow-up communication with care
• Collect feedback and performance data to inform future events

Manage Custom Inquiries (Non-Engagement Rings)

• Vet incoming custom requests and collaborate with production on quotes and CADs
• Oversee the sales process through to final purchase with a client-first approach

Efficiently Handle Repairs, Returns & Exchanges

• Log and track all requests from start to finish
• Coordinate with production and inventory teams for seamless execution
• Provide timely updates and ensure quality control before resolution

Gather Insights & Tell the Customer Story

Track key CX metrics (NPS, CSAT, CES) and surface insights across teams

Compile monthly reports to highlight customer feedback and opportunities

Maintain strong online reviews (Google, Yotpo) and a return rate of 10% or lower

Requirements

• Have 35 years of experience in customer support, client services, or CXpreferably in DTC, retail, or luxury

• Love building relationships and solving problems creatively
• Are tech-savvy and comfortable managing platforms like Gorgias, Shopify, and analytics tools
• Have a strong sense of ownership and are excited to wear many hats
• Value thoughtful communication and attention to detail
• Are based in Los Angeles and able to support local events

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)