Kate Spade Customer Support Associate

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Seniority Entry-Level
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Kate Spade Support Associate in New York, NY — omnichannel customer support role for a luxury fashion brand.

Overview

Kate Spade is an American lifestyle and accessories brand known for its vibrant, modern approach to luxury design. Part of the Tapestry portfolio, the brand emphasizes playful sophistication across handbags, accessories and ready-to-wear and operates within a fast-paced, retail- and consumer-facing organisation that values design-led merchandising and elevated customer service.

Role & Responsibilities

  • Deliver high-quality, omnichannel customer service across phone, email, chat and in-store inquiries, representing the Kate Spade voice with professionalism and warmth.
  • Respond to order, shipping and returns queries; process exchanges, refunds and order adjustments in accordance with company policy.
  • Manage and document customer interactions and casework in the CRM to ensure accurate history and follow-through.
  • Resolve escalations promptly, escalating complex issues to supervisors and cross-functional teams (logistics, e‑commerce, store operations) when necessary.
  • Maintain up-to-date product knowledge and brand messaging to advise clients on assortment, styling and care.
  • Support clienteling activities and loyalty programme interactions to maximise customer retention and lifetime value.
  • Meet individual and team KPIs such as response time, resolution rate and customer satisfaction scores.
  • Contribute to continuous improvement by identifying recurring issues and recommending operational or knowledge-base updates.

Qualifications

  • High school diploma or equivalent; post-secondary education in business, fashion or a related field preferred.
  • Minimum of 1 year of customer service or retail experience; luxury or fashion retail experience strongly preferred.
  • Proven ability to manage multiple channels and priorities in a fast-paced environment.
  • Excellent verbal and written communication skills with strong empathy and de‑escalation capabilities.
  • Flexible availability, including evenings, weekends and peak retail periods; eligibility to work in the United States.

Skills

Omnichannel customer service Clienteling and customer retention techniques Order and returns management Escalation handling and problem resolution CRM familiarity and accurate record-keeping Strong written and verbal communication Empathy, diplomacy and active listening Attention to detail and basic numeracy (payments, refunds)

Experience

Typically requires at least 1 year of customer service or retail experience; experience within the luxury, fashion or lifestyle sector and exposure to omnichannel retail operations are preferred.

Education

High school diploma or equivalent required; associate's or bachelor's degree in business, retail management or a related discipline preferred.

Workplace

The role is situated in New York, New York, USA. There are currently 1.625 open positions in New York on Cerulean, with 1148 added recently. Within New York, Cerulean currently features 1.746 open roles, including 1169 recent additions. Across USA, Cerulean lists 3.480 open roles — 1337 of them newly added.

Culture

Kate Spade fosters a creative, customer-centric culture with an emphasis on spirited design and thoughtful service. The workplace is collaborative and fast-paced, blending retail discipline with a fashion-led aesthetic and a focus on customer relationships.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.