Job Description

About us

Tom Wood is a Norwegian jewellery brand celebrated for its distinctive yet understated designs, rooted in Scandinavian simplicity and innovation. Founded by Mona Jensen in 2013, the brand reimagined the traditional signet ring, sparking its rapid rise in global popularity.

Today, Tom Wood is certified by the industry benchmark Responsible Jewellery Council, and a proud member of the Watch & Jewellery Initiative 2030. The brand is deeply committed to sustainability, crafting timeless jewellery with a strong focus on quality, transparency, and environmental responsibility.

Guided by a commitment to craftsmanship, innovation, and responsible practices, our global team of around 90 employees works across Oslo, Tokyo, Copenhagen, and Barcelona as we continue to grow internationally.

We are now seeking a Customer Experience Specialist to join our team as we continue our growth.

About the role

We are looking for a proactive, data-driven, and sales-oriented Customer Experience Specialist to join our core Customer Experience team at Tom Wood HQ. You will handle direct customer interactions, analyze service data to identify growth opportunities, and take a more proactive approach to driving sales through exceptional customer service.

The role is a part of our E-Commerce Team and reports to the Head of E-Commerce.

Key responsibilities

• Manage day-to-day customer inquiries across all channels (email, chat, phone), ensuring every interaction reflects Tom Wood’s premium brand standards

• Move beyond reactive support by identifying opportunities to suggest products, assist with styling, and convert inquiries into sales

• Regularly analyze customer service data and KPIs, such as CSAT, NPS, and response times to provide actionable insights

• Optimize the use of our tech stack, including Klaviyo, Ingrid, Dixa, and Voyado, to maintain accurate customer profiles and execute personalized strategies

• Identify and implement AI tools, Large Language Models (LLMs), and automation to streamline support without compromising Tom Wood’s premium brand standards

• Drive brand loyalty by actively participating in social media conversations and comment sections

• Resolve complex customer issues and technical escalations, maintaining high service quality across all touchpoints

• Identify common customer pain points and suggest solutions to streamline the customer journey

• Utilize CRM tools (Dixa, Voyado and Klaviyo) to maintain accurate customer profiles and execute personalized communication strategies

Who we are looking for

• 3+ years of experience in customer service, retail or e-commerce, ideally within a premium or international fashion environment

• You are naturally proactive and see every customer interaction as an opportunity to build a relationship and drive revenue

• You are comfortable working with data, identifying trends and turning numbers into clear reports

• Exceptional written and verbal communication skills in English. Norwegian or other languages are a significant plus

• Proficiency with CRM systems and customer support technologies (for example Dixa, Voyado and Klaviyo)

What we offer

• A key role in a globally recognised, design-driven company with ambitious growth plans

• Inspiring workspace in the Grünerløkka district of Oslo, Norway

• Competitive pension, health, and travel insurance packages

• Subsidised lunch, employee discount on Tom Wood products, and regular social events

Application deadline April 5th.