Associate, Customer Experience

Lovevery; Boise (ID); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Stock options

PTO + holidays

Parental leave

Equipment provided

Product discounts

Remote work in US

Job summary

Lovevery is seeking a Customer Experience Associate to be a critical contact for sensitive customer situations, applying policy with empathy and clear judgment. This on-site, Boise-based role requires navigating multiple platforms and collaborating across teams to maintain Lovevery's trusted support experience.

You will own escalations from start to finish, document patterns, and help uphold quality and compliance while championing the Lovevery voice in every interaction.

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.

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.

Skills

Complex problem solving

Written communication

Attention to detail

Multitasking

Digital tools navigation

Confidential information handling

Education

Bachelor’s degree or equivalent professional experience

Tools

Zendesk

CRM systems

Job description

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 elevate 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.