Customer Experience (CX) Specialist

Diamond Foundry

Must Live in USA Remote only

Full time

Customer Service


Dec 9

VRAI is one of the fastest growing digital-first direct-to-consumer brands. Modernizing diamond jewelry through exclusive use of sustainably created diamonds, VRAI has innovation, craftsmanship, and sustainability at the core of its products and values. A global business, VRAI has offices in Los Angeles, Shanghai, Copenhagen, and Dubai.

To support our rapid growth and evolution, VRAI is seeking a Customer Experience Specialist to join our growing team. This position will be responsible for ensuring unparalleled customer experience, and prompt problem resolution. The ideal candidate will have a background in direct-to-consumer or start-up environments, would describe themselves as intrinsically motivated, and is excited about helping and building relationships with customers every step of the way. This is a remote position and will require weekend availability.


  • Assist and respond to customers with a wide variety of needs via phone, chat, text and email
  • Retain a high level of knowledge and familiarity with VRAI’s designs, prices, product specifications, policies, warranties and more to communicate quickly and clearly to customers
  • Problem-solve seamlessly, autonomously and quickly, while maintaining a composed and caring demeanor
  • Be a trusted advisor and assist clients with jewelry selection, diamond education, jewelry care, and company policy (returns, upgrades, resizes, etc.)
  • Diligently track and communicate customer issues, concerns and recommendations within the CX platform
  • Pay close attention to the details and practice solution-based thinking
  • Grow and maintain customer relationships outside of resolving tickets
  • Provide weekly feedback and recommendations on product, processes, etc. based on customer interactions
  • Manage repairs, returns, shipping investigations and made-to-order tracking
  • Embody and articulate VRAI’s brand values within all customer interactions


  • Fine jewelry experience required
  • E-commerce or retail sales experience required
  • Customer service experience via phone required
  • Proven ability to close sales in a high-volume environment
  • Excellent written and verbal communication skillsTechnologically savvyBachelor’s Degree preferred
  • Certified Gemologist from a reputable institution preferred
  • Direct to consumer experience a plus
  • Must be available weekends
  • Possess high emotional intelligence and practice empathy in all situations
  • Compassionate, patient and energeticResourceful, self-managed, detail-oriented and quick-thinking
  • Solution based thinker
  • Willing to go above and beyond for the customer and your team
  • Thrive in a fast-paced environment Flexible - this is a start-up and it’s always evolving


To find out more about VRAI check out:

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