CX Escalations Specialist

Lovevery, Inc; Boise (ID); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

3 weeks PTO + holidays

Generous parental leave

Equipment provided

Free Lovevery products

Remote work option in U.S.

Job summary

Lovevery, Inc. is seeking a Customer Experience Associate to handle complex, escalated customer situations from initial contact to resolution with empathy and precision. This on-site role at our Boise headquarters requires navigating multiple digital tools while upholding Lovevery's brand and policies.

The successful candidate will triage, document patterns, and collaborate with cross-functional teams to improve quality and consistency across the support experience.

Qualifications

• Able to assess complex, ambiguous situations and choose appropriate action.
• Strong written communication while preserving the Lovevery Voice.
• High attention to detail in documentation and case management.
• Ability to manage multiple cases and workstreams without compromising quality.
• Comfort navigating and learning multiple digital tools and platforms.
• Discreet and careful with confidential information.

Responsibilities

• Manage complex, sensitive, escalated customer situations requiring individualized assessment and resolution.
• Own cases from initial contact through resolution with cross-touchpoint follow-through.
• Apply policy with sound judgment while ensuring customers feel heard.
• Document escalation patterns and surface findings to the CX team.

Skills

Complex problem solving

Written communication

Attention to detail

Case management

Multitasking

Discretion with sensitive information

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Zendesk

Salesforce

Job description

Lovevery, Inc. is seeking a Customer Experience Associate to handle complex, escalated customer situations from initial contact to resolution with empathy and precision. This on-site role at our Boise headquarters requires navigating multiple digital tools while upholding Lovevery's brand and policies.

The successful candidate will triage, document patterns, and collaborate with cross-functional teams to improve quality and consistency across the support experience.