Associate, Customer Experience

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.