Remote CX Associate: Escalations & Quality

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 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.