About the role
Most people meet Kate & Kole virtually. They message on Instagram, open a live chat, or email a question about a ring they have been thinking about for months. This role owns and nurtures every one of those first conversations. You are the person who answers, understands what someone is actually asking and gets them to the right place. You will work across the whole studio, not one category. Engagement, wedding, fine jewellery, repairs and after-sales enquiries all come to you first. This role is about creating an unforgettable customer experience and driving sales.
Key responsibilities
Own live chat, Instagram, email and every other digital enquiry channel
Respond quickly and accurately, with the tone and standard clients expect
Qualify each enquiry: what the client wants, their timeline, and how much guidance they need
Route enquiries to the right team member with the context already gathered, so nothing is asked twice
Convert enquiries into studio appointments wherever an in-person experience serves the client better
Follow up on quotes, open conversations and appointment bookings so nothing goes cold
Manage after-sales enquiries and second-purchase conversations
Build and improve the processes behind all of this: response templates, routing rules, follow-up timing and handover standards
Report on enquiry volume, response times, conversion to appointment, and where enquiries are being lost
About you
You are someone who thrives when collaborating with customers and creating positive experiences with them. You understand that customer service is about connection, efficiency and delivery.
You are skilled at creating invaluable brand experiences at every possible touchpoint for our customers
Experience in customer service, sales or client experience, ideally in retail,



jewellery or another considered-purchase category
Excellent written communication; you are be warm, clear and informative at the same time
Efficient, organised and comfortable holding many open conversations at once without dropping any balls
Confident with digital tools and social platforms, and the judgement to know when a conversation should move offline
A genuine interest in the product and the client, not just closing the enquiry
Preferably this is a full-time role and will be based in our Honeysuckle studio in Newcastle. If you require flexibility please don't hesitate to ask.
ABOUT KATE & KOLE
Kate & Kole is an Australian-made, female-founded fine jewellery studio specialising in engagement rings, wedding bands and meaningful pieces. Based in Newcastle, we're guided by sustainability, ethical transparency and thoughtful design - blending contemporary technology with traditional jewellery-making practices. Founded by friends Sara and Madalynne in ****, the Founders shared a vision of creating sustainable, quality, design-led fine jewellery. What started as a side project from home has grown into a fully-fledged, Australian-born international brand.
We pride ourselves on making almost everything ourselves, from our own studios in Newcastle and Brisbane. In **** we launched Kate & Kole in New York with Australian Design Curators, We Wear Australian.
EMPLOYEE EXPERIENCE
Employee Experience is our north star. We pride ourselves in creating a supportive and caring working environment and we invest in helping our people to learn, grow and thrive. Our Culture Code shapes how we work together, built on six key values: Respect & Kindness, Honesty & Openness, Creativity & Curiosity, Responsibility & Integrity, Collaboration & Support, and Sustainability & Purpose.
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📌 Customer Experience Lead (Newcastle)
🏢 Kate and Kole
📍 Newcastle