Customer Experience & Diamond Journey Host

Location: Kerrville TX (on-site)Department: Customer Experience & Brand
Reports To: Customer Experience Lead & Brand Lead

*How to apply is listed at the bottom of this description!*

About Eterneva

Eterneva transforms ashes or hair from a loved one into a one-of-a-kind diamond turning loss into something tangible meaningful and enduring. Every diamond tells a story and our team plays a critical role in guiding customers through one of the most emotional and important journeys of their lives.

Role Overview

We are looking for a warm confident and energetic Customer Experience & Diamond Journey Host to be the face and voice of our customers ongoing experience. This hybrid role blends customer communication storytelling and on-camera presence.

You will be responsible for delivering thoughtful beautiful updates to customers as their diamonds are created while also collaborating with our social media team to capture behind-the-scenes content welcome visitors and bring the Diamond Journey to life on camera at our Kerrville facility.

If you are naturally outgoing empathetic funny and feel at home talking to both customers and a camera this role is for you.

What You Will Do

Customer Experience & Communication

• Provide consistent meaningful updates to customers throughout their Diamond Journey

• Translate technical steps in the process into clear emotional and reassuring messages

• Manage customer communications via email phone video and internal tools

• Proactively anticipate customer questions and ensure they feel informed and cared for

• Deliver a high-touch white-glove experience during a deeply personal journey

On-Camera & Social Collaboration

• Appear on camera to help tell customer stories and showcase the Diamond Journey

• Work closely with the social media team to create authentic engaging content

• Help film updates behind-the-scenes moments and educational content at our facility

• Be comfortable improvising reacting naturally and bringing personality to content

Facility Tours & Hosting

• Give tours of the Kerrville facility to customers partners or special guests

• Act as a warm knowledgeable host representing Eterneva in person

• Help visitors feel comfortable informed and inspired during their visit

A Day in the Life

No two days are exactly the same but here is what a typical day might look like:

You start your morning reviewing customer journeys and preparing thoughtful updates for customers currently in progress. You craft messages that are clear reassuring and heartfelt helping customers feel connected to their diamond every step of the way.

Throughout the day you communicate with customers through emails video updates or calls to share milestones answer questions and offer reassurance during emotional moments.

You spend part of the day collaborating with the social media team filming behind-the-scenes content educational clips or Diamond Journey moments at the Kerrville facility. Sometimes content is planned and sometimes it is spontaneous but it is always authentic.

When customers or guests arrive for facility visits you welcome them and guide them through the process helping bring their diamond story to life in person.

You connect with Customer Experience Operations and Brand teams to ensure timelines are aligned messaging is consistent and customers receive seamless communication.

Before wrapping up the day you queue future updates note follow-ups and plan upcoming content or tours so nothing falls through the cracks and every customer feels cared for.

Who You Are

• Naturally outgoing warm and empathetic

• Comfortable speaking on camera and in front of groups

• A strong communicator who balances professionalism with personality

• Funny personable and not afraid to be yourself

• Highly organized and dependable with customer follow-through

• Emotionally intelligent and able to hold space for both joy and grief

• Excited to be part of a mission-driven company

What You Bring

• Experience in customer experience hospitality communications or hosting preferred

• Comfort using email CRM tools and collaboration platforms

• On-camera experience such as social media hosting or content creation is a strong plus

• Ability to shift between heartfelt conversations and upbeat energetic moments

• Willingness to work on-site in Kerrville for filming tours and collaboration

Why This Role Matters

This role is the bridge between our customers and the science care and love behind every diamond. You are not just sending updates. You are helping people feel seen supported and connected every step of the way.

How to apply!

We cant wait to meet you! To apply for this role click the Apply button below:

• Upload a 1-minute video telling us why youre excited about this role and why it speaks to you
• Be sure to title your video file with your first and last name
• Your resume as a PDF
• Please name the file using your first and last name
• Have fun with it be yourself and let your personality shine were excited to learn more about you!

APPLY HERE