Sr. Customer Experience Coordinator

Kinn is looking for a Sr. Customer Experience Coordinator to join our rapidly growing team. This role will assist in the customer's journey, and drive a vision which will enhance customer satisfaction.

We're a growing company and are building this foundation from the ground up. We're drawn to people who are talented to contribute, flexible enough to accept the daily challenges. Building is hard, but the opportunity is ultimately more rewarding: the beauty of being at the beginning is that each person can make meaningful contributions to not only the day to day and year to year success of the business.

Daily activities include overseeing customer experience inquiries, order management, conflict resolution, and work with all teams—ops, ecom, marketing—to ensure customer needs are met at every stage of the customer journey.

Must be able to work full time from the downtown Los Angeles studio.

WHAT YOU'LL BE DOING

• Respond promptly to customer emails, chats and social media ensuring excellent customer relations across high volume omni-channel platforms. 
• Identify and grow relationships with VIP customers, with personalized service and individual outreach—online and offline (private appointments at the studio).
• Own custom projects from start to finish.
• Be highly personable and hold conversations with all types of clientele, leaving them with a personalized customer service experience.
• Develop a strong understanding of product line and company voice, constantly leveraging to create up-selling + cross-selling opportunities
• Troubleshoot and resolve customer issues with orders, exchanges, returns, etc. with grace and efficiency. Discount rate, cancellation rate 
• Effectively troubleshooting and resolving customer concerns, providing timely and satisfactory solutions.
• Assist in processing exchanges, returns, cancellations, order modifications, and chargebacks accurately and efficiently.
• Resolve lost/ missing package issues by filling and closing claims with shipping carriers.
• Draw and report out on insights from customer interactions—partner closely with e-commerce, design/development and merchandising teams to provide valuable return/product feedback.
• Meet and exceed predetermined KPIs related to customer satisfaction, response times, resolution rates, and other metrics.
• Prepare regular and ad hoc reports on return metrics, including return rates, return reasons and return costs. 
• Continuous Improvement: Identify opportunities for process improvements and actively participate in initiatives to enhance the overall customer experience.

WHAT WE'RE LOOKING FOR:

• Experience in CX in a direct-to-consumer, e-commerce and/or luxury brand
• BA degree or equivalent, preferred
• Ability to think critically and adapt quickly in a flexible environment
• Exceptional time management skills and accountability
• A love for connecting with people and developing connections
• A drive to exceed goals. You're a self-proclaimed over-achiever on a mission to help your team exceed their goals
• An eye for the details. When it comes to our customer’s biggest moments, you know it’s the little things that count the most. You have a passion for process and a keen eye for detail in a fast-moving work environment.
• Must love jewelry

ABOUT KINN

Kinn designs modern heirlooms, made to last a lifetime. Modern, yet timeless, every piece is hand-crafted from solid 14k gold—never filled or plated, nor vermeil. We uphold rigorous quality standards at every step of the manufacturing process, ensuring each piece of jewelry is true to Kinn’s ethos. Founded in 2017, Kinn sets out to make pieces that last—minimalist, but not monotonous, jewelry essentials meant to serve as a second skin. Above all else, Kinn is dedicated to creating jewelry that embodies our customers’ many moments lived—then, now, always.