Job Description

Frank Darling, is a rapidly growing female-founded fine jewelry brand making custom engagement rings more accessible than ever before. We’ve been featured in Vogue, WSJ, Bloomberg, Glossy, and a number of other publications for our design, sustainability, and modern take on the bridal category.

Are you a customer experience pro with the ability to personalize every client interaction and a deep knowledge of jewelry design and manufacturing techniques? Do you thrive off of creating a positive environment for every customer? Love love love diamonds?

We’re looking for an amazing Lifetime Care Jewelry Specialist to join our ever-growing team of fine jewelry enthusiasts! This is a client-facing role responsible for working cross-functionally with our quality, sales, client care, and production teams to help facilitate remakes while maintaining a five-star customer experience.

Key Duties and Responsibilities:

• Work one-on-one with clients throughout the ring remake process, acting as a liaison between production, sales, design, gemology, and CAD teams.

• Meet clients to pick up their finished rings and discuss insurance and ring care

• Guide clients through complicated repairs with compassion, ensuring their concerns are understood and addressed.

• Meet with clients to intake rings for resizing or repair, providing clear expectations and next steps.

• Partner with the design and sales teams to suggest design updates that preserve the client’s vision while enhancing durability and longevity.

• Conduct quality assessments (QA) of physical rings to determine the best path forward.

• Collaborate with the production team to ensure all changes, fixes, and design updates are completed before shipping.

• Manage insurance claims from Jewelers Mutual and BriteCo, working closely with clients to redesign and remake their rings.

• Recommend thoughtful design modifications to help resolve remake challenges.

• Act as the escalation contact for production issues that impact design or gemstones—such as chipped stones, poorly designed settings, or mismatched side stones.

• Suggest alternative diamonds when the originally selected stone is unavailable.

Requirements and Experience:

• A people person who thrives on creating an excellent customer experience.

• 2+ years of experience in client services

• Hands-on bench jewelry and/or fine jewelry design experience

• Computer-savvy and phone experience is a must.

• A bachelor’s degree is preferred, but not required, for the right candidate.

• Ability to multitask and desire to work with a small, tight-knit team.

• High-level of empathy and desire to make every client feel special.

• A self-starter who goes above and beyond for their clients.

• Responsive through all communication channels with the team and clients

• Highly empathetic with a high emotional intelligence

Job Details:

• Full-time on-site role located in Tribeca, NYC

• Office hours are 10 AM to 6 PM

• Available schedules: Thursday - Monday

• Salary: $55K - $65K

Benefits:

• Equity Compensation. Every Frank Darling team member receives a stock option package to share in the upside of the company's success.

• Insurance. Medical, dental, and vision insurance kicks in on the first day of your 2nd month!

• 401k. Optional 401k program.

• Paid Time Off. A flexible, unlimited paid time off policy enables motivated goal-oriented team members to recharge

• Performance-Based Bonuses. Monthly bonus programs tied to procurement efficiency and cost savings

• Disability and Life Insurance. 100% employer-paid.

• Pre-Tax Commuter Benefits.

• Employee Discounts. A generous discount program for you, your friends, and your family to make it easy to wear and gift Frank Darling.