Overview

Teddy Baldassarre is seeking a Customer Service Associate to support our customers throughout their shopping and post-purchase experience. This role serves as a key point of contact for customer questions, order support, and after-sales service. The ideal candidate is passionate about delivering excellent service, enjoys helping customers, and has an interest or experience in watches and the watch industry.

Schedule & Location

This is a full-time position working a Monday–Friday, 9 AM – 5 PM PST during training for the first 6 months and Tuesday-Saturday 9 AM - 5 PM PST post training with the possibility of extended hours during peak times. Remote candidates located in the Pacific time zone are preferred.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Assist customers with product questions, order updates, and after-sales support.
• Support the returns and exchanges process, including creating return labels, communicating return policies, and coordinating refunds with vendors.
• Serve as a liaison between customers and vendors to facilitate watch repairs and service requests.
• Utilize watch knowledge and product expertise to help customers choose the right products and understand proper usage and care.
• Maintain a strong focus on customer satisfaction while representing the brand professionally.
• Document and manage customer interactions using internal systems and follow up as needed.

Qualifications

• 2-3 years of remote customer service experience or online retail sales.  Prior fine jewelry and/or watch experience preferred.
• Strong written and verbal communication skills.
• Excellent attention to detail and ability to manage multiple tasks simultaneously.
• Ability to make sound decisions that support customer satisfaction and brand standards.
• Performance will be measured by customer satisfaction, timely responses and resolving customer issues.
• Strong organizational and time management skills.
• Proficiency in G-Suite and general computer systems.
• Experience with Hubspot, Helpdesk etc. ticketing systems a plus.
• High level of professionalism, integrity, and reliability.
• Willingness to learn and grow within a fast-paced e-commerce environment.