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 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.

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

- Experience in customer service, sales or client experience, ideally in retail,



jewellery or another considered-purchase category
- Excellent written communication. You can be warm, clear and informative at the same time
- Fast, organised and comfortable holding many open conversations at once without dropping any
- Confidence 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

About us

Kate & Kole is an Australian fine jewellery brand with in house production studios in Newcastle and Brisbane, a Newcastle showroom, and clients across Australia and overseas. Ten years in, we make almost everything ourselves, which is unusual and is the reason our standard is what it is. You will be based in our Honeysuckle studio, a few steps from the benches where the pieces you talk about all day are actually made. That matters in this role. When a client asks how long a setting takes or what a stone will look like in person, you can walk over and find out. You will work most closely with our sales and bespoke teams, and alongside the jewellers and production team who turn an enquiry into a finished piece. It is a close, hands on workplace with people who care a great deal about the work. Some weekend availability is required to match client appointment demand.

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📌 Customer Service Lead (New South Wales)
🏢 Kate & Kole
📍 New South Wales