Associate, Customer Experience

Job Responsibilities

• Manage complex, sensitive, and escalated customer situations that require individualized assessment and resolution.
• Own cases from initial contact through resolution, maintaining consistent follow-through across all customer touchpoints.
• Exercise sound judgment in applying and flexing policy while ensuring customers feel heard and respected.
• Document escalation patterns and recurring issues; surface findings to the broader CX team.
• Support quality review processes by analyzing customer feedback for systemic issues and trends.
• Partner with your manager and cross-functional teams to uphold consistency and compliance standards across the support experience.
• Maintain accurate and thorough records; precision in this area directly protects customers and the Lovevery brand.
• Serve as an internal resource for the broader support team, providing guidance on edge cases and ensuring accurate brand representation.
• Review escalated ticket samples; identify and flag quality or consistency concerns.
• Identify gaps in process documentation and escalate recommendations for improvement.
• Navigate multiple digital platforms to manage customer interactions, track cases, and support team workflows.

Qualifications

• Demonstrated ability to assess complex, ambiguous situations and determine an appropriate course of action independently.
• Strong written communication skills; capable of adapting tone and approach to context while maintaining the Lovevery Voice.
• High attention to detail, particularly in documentation and case management.
• Ability to manage multiple cases and workstreams simultaneously without compromising quality.
• Comfort navigating and learning multiple digital tools and platforms.
• Discreet and careful with sensitive customer and confidential company information.

Attributes

• Approaches customer interactions with genuine empathy without sacrificing clarity or practicality.
• Self-directed and accountable; does not require close supervision to maintain high output quality.
• Committed to Lovevery's mission and able to represent the brand authently in every customer interaction.

Physical Requirements and Work Environment

• This is a full-time, on-site position based at Lovevery's headquarters in Boise, Idaho.
• Standard business hours; occasional schedule flexibility may be required during high-volume periods.
• Requires prolonged periods of sitting or standing at a desk.
• Requires constant use of a computer and other office productivity tools.

Benefits/Perks

• Competitive salary, benefits, and stock option package.
• 3 weeks PTO in year 1 + 14 paid holidays.
• Generous parental leave.
• Free/discounted Lovevery products.
• Remote working option available anywhere in the U.S.