Associate, Customer Experience
New
L
LoveveryDirect-to-consumer
Remote working option available anywhere in the U.S.Full-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- DocumentationCritical thinkingCross-functional collaborationQuality AssuranceCustomer supportZendesk
Requirements
- Demonstrated ability to assess complex, ambiguous situations and determine an appropriate course of action independently
- Strong written communication skills with the ability to adapt tone and approach
- 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
- Prior experience in a customer-facing or customer support role preferred
- Familiarity with CX platforms such as Zendesk or equivalent ticketing systems preferred
- Experience working cross-functionally with operations, compliance, or quality teams preferred
- Bachelor's degree or equivalent professional experience preferred
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
- Triage and track customer concerns requiring elevated care, including safety-related reports
- 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
- Maintain accurate and thorough records to protect customers and the Lovevery brand
- Serve as an internal resource for the broader support team, providing guidance on edge cases
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