About the role
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
