Job details

Customer Optimization Specialist

Mejuri is the category-defining fine jewelry brand redefining luxury, your way. Feeling disconnected from an industry that typically markets to men, co-founder and CEO Noura Sakkijha leveraged her learnings as a third-generation jeweler to rethink the way women purchase jewelry—for themselves. In only seven years, and with a team of over 75% women, Mejuri has shipped over one million orders and opened retail stores across the globe, all while introducing new products weekly.

As part of Noura’s original vision to empower women to invest in themselves, the brand launched the Empowerment Fund to support underrepresented women and non-binary individuals with the tools to empower themselves. Mejuri continues to reach new customers through exciting community initiatives and expansion into international markets, such as the UK, Australia and Germany.

We are a team of retailers, creatives, technologists and strategists, and we are looking for someone special to join our team.

Customer Optimization Specialist

Customer Experience Operations Specialist will be responsible for supporting the daily operations of the Customer Experience (CX) team. This role will assist in streamlining processes, analyzing customer feedback, support the upkeep of CX tools, and collaborating with cross-functional stakeholders to ensure the team has the necessary tools and resources to deliver exceptional service.

What you'll do

Technology & Tool Maintenance

Help maintain and troubleshoot customer service tools and software, ensuring they function properly and are up-to-date.
Collaborate with digital product or vendors to resolve any technical issues impacting CX operations

Process Support & Optimization

Assist in monitoring and improving customer service processes, workflows, and systems to ensure smooth daily operations.
Help identify inefficiencies or pain points in the customer experience journey and propose solutions.
Collaborate with cross-functional teams to ensure alignment and improve overall customer satisfaction.

Documentation & Knowledge Base Management

Assist in maintaining internal documentation and knowledge bases for customer service teams, ensuring up-to-date FAQs and process guides are available.
Contribute to the creation of self-service resources that empower agents to resolve their inquiries independently.

Training & Knowledge Sharing:

Provide technical guidance and support to customer experience teams, ensuring they are equipped with the tools and knowledge to effectively leverage new technologies.
Develop training materials and programs to support the adoption of new customer experience technologies, ensuring internal teams are fully proficient in using new systems.
Foster a culture of continuous learning and improvement across the customer experience function, keeping teams updated on new technologies and best practices.

Cross-functional Collaboration:

Work closely with product, retail, logistics, fulfilment centre and IT team to ensure customer service teams have the necessary resources, tools, training and all SOPs are in active use.
Support the development of customer service training programs and materials based on identified needs.

Performance Metrics and Reporting:

Monitor key performance indicators (KPIs) such as resolution time, handle time, and unique conversion messages volume.
Continuously assess the effectiveness of optimization strategies and suggest adjustments where necessary.

What you'll bring to the team

2+ years of experience in customer experience operations, customer success, or process optimization roles
Proven experience with customer service process improvements, system maintenance, and operational reporting
Ability to interpret customer insight, identify trends, and translate insights into actionable strategies to optimize process and internal standard operating procedures.
Strong troubleshooting skills with a track record of resolving technical or process-related issues that impact customer support teams
Excellent written and verbal communication skills, with experience creating documentation, FAQs, and process guides for internal teams
Ability to work in a fast-paced, dynamic environment and adapt quickly to new challenges.
Familiarity with customer optimization tools, OMS platforms (e.g., Shopify, Fulfil), and analytics tools (e.g., Google spreadsheet) to monitor and assess operational metrics is a plus.

Benefits at Mejuri:

A minimum of three weeks vacation, plus personal days and three religious observance days.
A hybrid work model for all corporate roles.
‘Mejuri Passport’ which allows employees who meet specific criteria to work in other locations for one month per year.
Comprehensive medical and dental benefits, including mental health coverage, and generous personal and sick days for our full-time employees. We also offer bereavement leave, including miscarriage and stillbirth support.
Parental leave salary top-up of up to 80%, as well as a personalized return-to-work transition and accommodation plan for full-time employees.
Semi-annual performance reviews.
A generous product discount!

Please note that these benefits apply to full-time employees.

Location [Toronto, Ontario]

At Mejuri we embrace a hybrid working environment and support our corporate employees to be successful whether they are at home or in the office. The primary purpose of our offices is to drive collaboration and deepen relationships with one another. This position requires in office work 3 days a week and remote work 2 days a week

Application Timelines:

We encourage submission of early applications for initial review by February 20th however the role will remain posted until filled

#LI-Hybrid

Along with our central mission and vision, we have guiding values that set the tone for where we’re heading and how we work together. These values are behaviors that form our shared beliefs and approach to how we wish to work together at Mejuri, regardless of role, level, and work location. Our 8 core values help drive our decision making when we are cross collaborating, redefining luxury, and creating a sense of commitment and inclusion to help shape our company culture.

Our values are:

FIND A WAY | We break down problems into manageable steps, explore creative solutions daily, learn from failure, and adapt quickly

RAISE THE BAR | We share constructive feedback openly, continuously improve personal and team performance, collaborate and challenge for better outcomes

CUSTOMER OBSESSED | We actively listen to customer feedback, make decisions that impact customers positively, continuously refine product, service, or customer interactions

EMPOWERED OWNERS | We proactively address cross team challenges, willingly tackle any task big or small, take initiative, and lead by example

JUST DO IT | We make informed decision quickly, encourage experimentation and learning, encourage thoughtful risk taking, embrace change, and stay adaptable

HUMILITY | We acknowledge team contributions before self, acknowledge and learn from mistakes, maintain an open and receptive mindset, and promote a respectful work environment

CURIOSITY | We seek out new challenges daily, ask questions to understand deeply, reimagine and innovate to drive progress

DRIVE RESULTS | set clear goals and prioritize tasks, focus on high impact activities daily, monitor progress through clear metrics, stay persistent and solution orientated

Accommodation / Accessibility:

Mejuri does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.

Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Mejuri Glassdoor Company Review

3.7

Mejuri DE&I Review

4.0

CEO of Mejuri

Noura Sakkijha

Approve of CEO

Average salary estimate

$70000 / YEARLY (est.)

min

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$60000K

$80000K

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