Lovevery is a fast-growing direct-to-consumer company whose customers are parents navigating the critical early years of their children's lives. The Customer Experience Associate serves as a key point of contact for the most sensitive and complex customer situations, working cross-functionally to ensure consistency, quality, and compliance across Lovevery's support experience.
This role requires strong critical thinking and sound judgment, the ability to navigate multiple digital platforms simultaneously, and a communication style that is both precise and empathetic. Candidates who demonstrate the ability to reason through ambiguity, maintain high standards under pressure, and communicate with clarity and warmth are strongly encouraged to apply.
Job Responsibilities
Customer Escalations
- 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
Quality & Consistency
- Triage and track customer concerns requiring elevated care, including safety-related reports, ensuring accurate logging and appropriate routing
- 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
Support Operations
- 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
Team Contribution
- Participate in the shared escalation responsibility held by all internal CX associates
- Proactively identify process gaps and propose solutions
Qualifications
Required
- 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
Preferred
- Prior experience in a customer-facing or customer support role
- Familiarity with CX platforms such as 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 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 authentically 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
The Benefits/Perks you'll enjoy
- Competitive salary, benefits, and stock option package
- 3 weeks PTO in year 1 + 14 paid holidays
- Generous parental leave
- Any equipment you need to get the job done
- Free/discounted Lovevery products
- Remote working option available anywhere in the U.S.
Lovevery is proud to be an equal opportunity employer that values diversity in all forms. All employment decisions at Lovevery are based on business needs, job requirements, and individual qualifications, without regard to race, religion, national origin, sexual orientation, gender identity, HIV status, marital status, or any other status protected by the laws or regulations in the locations where we operate.