Associate, Customer Experience
About the Role
Lovevery is a fast-growing direct-to-consumer company focused on supporting parents during their children's critical early years. The Customer Experience Associate is a key point of contact for sensitive and complex customer situations, ensuring consistency, quality, and compliance across Lovevery's support experience. This role demands strong critical thinking, sound judgment, multitasking across digital platforms, and precise, empathetic communication. Ideal candidates thrive in ambiguity, maintain high standards under pressure, and communicate with clarity and warmth.
Responsibilities
- Customer Escalations:
- Manage complex, sensitive, and escalated customer situations requiring individualized assessment and resolution.
- Own cases from initial contact through resolution, ensuring consistent follow-through across all touchpoints.
- Exercise sound judgment in applying and flexing policy while ensuring customers feel heard and respected.
- Document escalation patterns and recurring issues; share findings with the broader CX team.
- Quality & Consistency:
- Triage and track customer concerns requiring elevated care, including safety-related reports, ensuring accurate logging and routing.
- Support quality review processes by analyzing customer feedback for systemic issues and trends.
- Partner with managers and cross-functional teams to uphold consistency and compliance standards.
- Maintain accurate and thorough records to protect customers and the Lovevery brand.
- Support Operations:
- Serve as an internal resource for the 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.
- Team Contribution:
- Participate in shared escalation responsibilities held by all internal CX associates.
- Proactively identify process gaps and propose solutions.
Qualifications
- Required:
- Ability to assess complex, ambiguous situations and determine appropriate actions independently.
- Strong written communication skills; adaptable tone while maintaining the Lovevery Voice.
- High attention to detail, especially 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.
- Discretion with sensitive customer and confidential company information.
- Preferred:
- Prior experience in customer-facing or support roles.
- Familiarity with CX platforms like Zendesk or equivalent ticketing systems.
- Experience working cross-functionally with operations, compliance, or quality teams.
- Bachelor's degree or equivalent professional experience.
Attributes
- Approaches customer interactions with genuine empathy while maintaining clarity and practicality.
- Self-directed and accountable; requires minimal supervision to maintain high output quality.
- Committed to Lovevery's mission and able to authentically represent the brand in every interaction.
Physical Requirements and Work Environment
This is a full-time, on-site position at Lovevery's headquarters in Boise, Idaho, with standard business hours and occasional flexibility during high-volume periods. The role requires prolonged sitting or standing, constant use of a computer, and other office tools.
Benefits
- 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.
Lovevery is an equal opportunity employer committed to diversity in all forms. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to protected characteristics.