Job Description

We are seeking a detail?oriented and customer?focused Customer Service Representative to support our growing watch brand. This role serves as the primary point of contact for customers and collectors, providing knowledgeable, thoughtful assistance related to timepieces, orders, servicing, and warranties. Youll help customers before, during, and long after their purchaseanswering questions, solving problems, and representing the heart of the brand. The ideal candidate has a passion for watches, strong communication skills, and a commitment to delivering a high?touch customer experience.

Key Responsibilities

• Respond to customer inquiries via email, phone, chat, and social platforms
• Provide detailed product knowledge on our watches, including movements, specifications, sizing, straps, and care
• Assist customers with orders, shipping, returns, and exchanges
• Manage warranty claims, repairs, and service requests in coordination with watchmakers and service partners
• Track and update customers on repair timelines and order status
• Maintain accurate records in CRM and service management systems
• Identify recurring customer issues and provide feedback to internal teams
• Uphold the brands tone, values, and attention to detail in all communications

Qualifications

• Customer service experience (luxury, retail, or enthusiast products preferred)
• Familiarity with watches, horology, or mechanical movements is a strong plus
• Excellent written and verbal communication skills
• Strong understanding of brand image and being its voice
• Strong organizational skills a MUST and attention to detail
• Comfortable working independently in a fast?moving startup environment
• Willingness to wear multiple hats and learn new systems quickly
• Experience with Shopify and Zendesk is a plus

Skills & Competencies

• Enthusiast?level curiosity about mechanical watches (or a strong desire to learn)
• Clear, professional communication with collectors and first?time buyers
• Problem?solving and conflict?resolution skills
• Ability to manage multiple customer cases simultaneously
• Passion for craftsmanship, design, and product quality

Work Environment & Schedule

• In?office at Jack Mason HQ in Dallas, TX
• Casual with a start?up feel
• Excellent work life balance
• Flexible schedule, with increased workload during launches and fulfillment periods

What We Offer

• Hands?on product training and exposure to watchmaking
• Direct collaboration with the founders and design team
• Growth opportunities within a fast?growing watch brand
• Employee discounts on watches and accessories
• Benefits (health insurance, PTO)

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Seniority level

• Mid?Senior level

Employment type

• Full?time

Industries

• Retail

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