Coordinator, Tech Customer Service

Lovesac is a fast-growing furniture company dedicated to creating adaptable and comfortable furniture solutions. The Tech Customer Service Coordinator will provide expert support for tech-enabled products, handling customer inquiries and troubleshooting technical issues to ensure a seamless customer experience.

Responsibilities:

• Serve as the primary point of contact for Tech-related customer inquiries, providing timely and accurate resolutions
• Assist customers with troubleshooting technical issues, guiding them through solutions for firmware updates, app support, and product functionality
• Handle escalations, ensuring professional and effective resolution of complex customer concerns
• Work closely with StealthTech Product Development and Operations Teams to stay informed on updates and translate technical information into clear, customer-friendly communication
• Provide ongoing training and support to internal customer service teams, ensuring consistent knowledge and troubleshooting expertise across all channels
• Assist in scheduling StealthTech Pro appointments, ensuring timely service and customer satisfaction
• Monitor and analyze customer feedback to identify trends, escalate recurring issues, and recommend improvements to enhance the customer experience
• Maintain and update internal and external support materials, ensuring consistency and reliability across all teams
• Collaborate with marketing and sales teams to help promote StealthTech features and assist in driving adoption among customers
• Utilize Glady reporting and other tools to track and ensure service level agreements (SLAs) are met or exceeded
• Participate in special projects, team meetings, and initiatives to improve overall service operations and knowledge-sharing
• Perform other duties as assigned by management

Requirements:

• Minimum of 3 years of experience in a technical service role, with a track record of contributing to complex technical projects and teams
• 18 years of age or older
• High-School Diploma or equivalent required
• Strong technical acumen with the ability to translate technical concepts into actionable guidance
• Excellent communication and interpersonal skills for engaging stakeholders across departments
• Demonstrated experience in customer service management, leveraging technology to enhance customer experiences
• Familiarity with CRM systems, ticketing platforms, and modern customer service technologies
• Strong problem-solving skills and a proactive approach to addressing challenges
• Passion for innovation with a customer-centric mindset
• Ability to multitask and manage priorities in a fast-paced environment
• Proficiency in order management systems and Microsoft Office Suite
• Must be able to answer and respond to telephone calls up to 95% of workday
• Must be able to handle customer concerns and grievances and find solutions to ensure satisfaction
• Exemplify each of our Lovesac values, at all times, be results driven and utilize knowledge to meet or exceed key performance indicators (KPIs), goals and deadlines
• Must be able to work flexible hours including evenings, weekends and holidays
• Must be able to travel using various forms of transportation, as required by the Company in its sole discretion, for meetings and conferences held either at our offices or offsite (i.e. quarterly team connection weeks, companywide meetings, vendor visits, store visits)
• Must comply with all policies and procedures outlined in the Lovesac Employee Handbook and work collaboratively with fellow employees, treating all clients, both internal and external with dignity and respect at all times
• Must demonstrate excellent judgment, integrity, and trustworthiness in managing financial transactions, handling sensitive business and customer data, customer privacy and ensuring the comfort and safety of persons and property
• Must be able to move objects (including medium to large furniture items up to 75 pounds) from a lower to a higher position or horizontally from position-to-position or be able to assemble furniture while working on the selling floor. This position requires the following actions on more than an occasional basis; bending, twisting, kneeling, reaching, standing, sitting, stooping, walking, crawling, climbing