Customer Care Associate

Who You Are:

We are looking for a Customer Care Associate who is passionate about delivering exceptional client experience and building lasting relationships. In this role, you will serve as the face and voice of our brand — providing personalized, high-touch service that extends beyond the virtual space. You will act as a trusted advisor to clients, anticipating their needs, offering tailored recommendations, and ensuring every interaction reflects our brand’s commitment to excellence.

What You'll Do:

• Deliver Personalized Client Experiences: engage with clients across digital channels (chat, phone, email) to provide warm, professional, and personalized service
• Build Lasting Relationships: develop strong long-term 1:1 relationship with clients by understanding their preferences, history, and motivation — fostering trust and loyalty
• Represent the company’s values and tone in every interaction, ensuring clients feel connected, appreciated, and inspired
• Provide expert guidance: offer tailored product or service recommendations based on client profile, purchase history, and lifestyle
• Create meaningful engagement opportunities that extend beyond digital touchpoints — inviting clients to in-person experiences, special events, or community initiatives when applicable
• Collaborate cross-functionally: partner with CRM, Marketing, Stores and Ops teams to ensure seamless Omnichannel client experience
• Problem Resolution: Handle client inquiries and concerns with empathy, efficiency, and proactive communication to ensure swift resolution and satisfaction
• Support on Repairs and Returns management and training for the stores
• Support on Marketplace ops when necessary
• Collaborate with Customer Care team in Italy on cases and procedures
• Assists in special projects when necessary
• Ability to produce weekly reporting and ad-hoc reporting, case overview, and trends in Excel

Qualifications

• Bachelor’s degree required
• 2-4+ years of experience in customer service, client relations, or a luxury/retail advisory role (virtual experience a plus)
• Fluency in English, both written and oral, Italian and/or Spanish is a strong plus
• Exceptional communication and interpersonal skills — empathic, polished, and engaging
• A passion for people, storytelling, and creating meaningful connections
• Proven ability to build rapport and long-term relationships with diverse clients
• Strong organizational skills and attention to detail, with the ability to manage multiple client relationships simultaneously
• Comfortable with digital communication and live tools (Whatsapp, live-chat, emails, phone calls)
• Literate in the usage of the Microsoft Suite, familiar with Outlook and Excel a must
• Experience with Salesforce a plus
• Adaptable, resourceful, and motivated by delivering excellence in every interaction
• Ability to communicate and organize effectively
• Ability to prioritize daily work and special projects
• Must be able to work a flexible schedule including evenings and weekends as necessary
• Must be able to work independently and take initiative

EEOC

Brunello Cucinelli is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.

As required by New York City salary transparency law, effective November 2022, the expected base salary for this position ranges from $26-$28/hr. Various factors are considered when extending offers, such as relevant skillset, training, years of experience related to the current job description, education, and our organizational structure. In addition to the base salary, Brunello Cucinelli offers a competitive benefits package that includes health and dental insurance, life insurance, disability insurance, 401K, paid holidays, a generous paid time-off policy, and career opportunities within a dynamic team.