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Obvious Ventures is located in the heart of the Presidio in San Francisco. Our entrance is on Graham Street, just north of the SFFD Fire Station. When you see WWII ballistics and cannonballs, you’re in the right place. Walk through the double doors, turn right, and head to the end of the hall. Suite 120 is the last office on the left.

220 Halleck Street,
Suite 120 San Francisco,
CA 94129 USA

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Customer Experience (CX) Specialist

Diamond Foundry

Diamond Foundry

Customer Service
London, UK
Posted on Saturday, September 16, 2023
VRAI is one of the fastest-growing digital-first direct-to-consumer brands. Modernizing diamond jewelry through the exclusive use of sustainably created diamonds, VRAI has innovation, craftsmanship, and sustainability at the core of its products and values. A global business, VRAI has locations in Los Angeles, San Francisco, NY, Shanghai, Chicago, London, Madrid, and Copenhagen, with more locations on the horizon.
This position will be responsible for ensuring unparalleled customer experience, and prompt problem resolution. The ideal candidate will have a background in direct-to-consumer or start-up environments, would describe themselves as intrinsically motivated, and is excited about helping and building relationships with customers every step of the way.


  • Respond to customers via phone, chat, text, and email
  • Retain a high level of knowledge and familiarity with VRAI’s designs, prices, product specifications, policies, warranties and more to communicate quickly and clearly to customers
  • Problem-solve seamlessly, autonomously and quickly, while maintaining a composed and caring demeanor
  • Be a trusted advisor and assist clients with jewelry selection, diamond education, jewelry care, and company policy (returns, upgrades, resizes, etc.)
  • Diligently track and communicate customer issues, concerns and recommendations within the CX platform
  • Pay close attention to the details and practice solution-based thinking
  • Grow and maintain customer relationships outside of resolving tickets
  • Provide weekly feedback and recommendations on product, processes, etc. based on customer interactions
  • Manage repairs, returns, shipping investigations and made-to-order trackingUphold VRAI’s brand values in all customer interactions.


  • Fine jewelry experience required.
  • Direct to Consumer; E-commerce or retail sales experience.
  • Customer service experience via phone.
  • Ability to close sales in high-volume settings.
  • Strong written and verbal communication skills and fluent in English
  • Tech-savvy.
  • Bachelor’s Degree (preferred).Certified Gemologist (preferred).
  • Weekend availability is a must.
VRAI provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. Additional Perks such as employee discounts are also available.
Some plans may not be available pending global locations however other options may be presented.
VRAI is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor under federal, state or local law.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment.
Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.
To find out more about VRAI check out: