Customer Care Specialist (NYC)

About the Role:Wristcheck is growing! We're looking for a US-based Customer Care Specialist to ensure that each and every customer receives the best experience possible, round-the-clock. You will be a supportive ear for customers before, during, and after the buying and selling process, and will work closely with our sales and logistics teams to identify, filter, and convert leads to grow the business. If you consider yourself an empathetic listener, a confident communicator, and enjoy working cross-functionally to ensure the best result possible, then this one's for you!
This is a full-time remote position with the expectation to go on-site in NYC in the future. Candidates should expect to work EST business hours.

What you'll be doing:

• Provide first-class support to Wristcheck customers and sellers, handling requests and inquiries with compassion, professionalism, and promptness to foster long-term relations
• Address and solve issues as they arise with ease through online channels (including iMessage, Whatsapp, Instagram, Facebook, live chat, email, phone calls)
• Handle, filter, qualify, and funnel potential leads to the right teams, such as Sales, Consignment, Professional Services, and Logistics
• Work cross-functionally with our HK-based HQ to follow up on and convert leads, provide timely resolutions, and identify areas of improvement across the business
• Design and build SOPs across different customer-facing teams to ensure and uphold service excellence
• Assist the Customer Care Manager to gatekeep the handling, response time, and quality of all external communications

What you'll bring:

• 5+ years of professional experience in customer service, customer support, or in a call center in a fast-paced, dynamic environment, preferably in the luxury goods and services industry
• A friendly, upbeat personality with a deftness in de-escalating, the confidence to handle difficult situations with ease, and an affinity for fostering positive and collaborative environments
• Mastery of verbal and written communications skills in English; fluency in Spanish is a plus!
• Experience in the retail sector as front-line staff is also a plus

What we offer:

• Ownership and responsibility from day one - be the owner of your own learning curve whilst having a real impact on the company's growth
• An open-minded, transparent and people-first culture
• A true idea meritocracy where we value by merit and move forward with the best ones
• Work with people who are passionate and love what they do everyday

About WristcheckWristcheck is a pioneering watch platform built on transparency and trust. We combine offline retail with cutting-edge tech and innovation to revolutionise the way people buy, sell, and learn about watches. 
Launched in Hong Kong in 2020, we aspire to become the premier destination for watch commerce and culture. Our marketplace connects a worldwide community of collectors, whilst our editorial content shines light on everything you need to know about horology. Wherever you are in your collecting journey, we want to empower you to keep growing!
Wristcheck is backed by Gobi Partners GBA, a pan-Asian VC firm that manages the Alibaba Entrepreneurs Fund (AEF), with participation from K3 Ventures.