Key Facts

Remote From:

Full time

Expert & Leadership (>10 years)

English

Hard Skills

Hardware Support Device Firmware Upgrades Help Desk Support Cross-Functional Collaboration Business Communication Continuous Improvement Process Escalation Management Knowledge Management Product Knowledge Customer Analysis Service Management Business Intelligence Tools Project Coordination Client Services Positive Psychology Customer Centricity Diversity And Inclusion

Other Skills

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Mobile Apps
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Knowledge Transfer
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Data Reporting
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Scheduling
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Decision Making
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Success Driven
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Communication
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Adaptability
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Teamwork
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Self-Awareness
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Lifelong Learning
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Empathy
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Enthusiasm
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Honesty
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Problem Solving

Roles & Responsibilities

Residence in the United States during employment and ability to travel as needed.
Experience in tech-enabled or technical customer service with troubleshooting firmware updates, app support, and product functionality.
Strong communication skills with the ability to translate complex technical information into clear, customer-friendly language.
Familiarity with customer service analytics tools (e.g., Glady) to track SLAs and performance.

Requirements:

Serve as the primary point of contact for Tech-related customer inquiries, providing timely and accurate resolutions.
Troubleshoot technical issues, guiding customers through firmware updates, app support, and product functionality.
Manage escalations and collaborate with StealthTech Product Development and Operations to ensure effective solutions and clear communication.
Provide ongoing training to internal customer service teams, maintain support materials, and monitor SLAs using Glady and other tools.

Job description

About Lovesac

We are a young-at-heart, fast-growing furniture company, dedicated to helping people fill their homes with Total Comfort™. We do this by designing and innovating furniture solutions that are adaptable, washable, expandable, and delivered-right-to-your-door-able, allowing our customers to live the life they want to live.

Our Designed for Life mission started with Sacs, a seat so much better than your classic beanbag made with repurposed Durafoam and designed to reduce environmental impact while providing unimaginable, cloud-like comfort. From there, we expanded the possibility for sustainable furniture with Sactionals, a customizable modular sectional that can be endlessly rearranged to evolve with you. Our product line has grown a lot since our Sacs days, but our goal will always remain the same – to create truly adaptable, comfortable furniture that can be with you for life.

About our Culture

At Lovesac, we strive to be an employer of choice by embodying a culture that encourages team members to think and dream big. We call this Top Ambition. We aim to not only excel within our industry but also make a meaningful impact on the world. Above all else, we’re driven by love (because it matters) and are dedicated to promoting love and happiness in all aspects of our work. It’s about success, of course, but it’s also about making a positive impact on everyone our business touches. By prioritizing work-life balance and flexible schedules, we help people find great fulfillment in their careers and their lives.

About the Role

As a Tech Customer Service Coordinator, you will play a key role in providing expert support for Tech-enabled products, ensuring a seamless customer experience. You will be responsible for handling customer inquiries, troubleshooting technical issues, and supporting both customers and internal teams with clear and effective communication. Your ability to digest complex technical information and provide solutions will help drive customer satisfaction and product success.

This position is remote. Candidates must fully reside in the United States at all times during employment and should have the ability to travel as needed.

What You’ll Do

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.

Who you Are:

Our Lovesac Values:

Core Values: Top Ambition, Willing to Sweep Floors, Grit,
Table-Stake Values: Positive, Passionate, Collaborative, Flexible, Self-Starting, Self-Aware, Candid, Empathetic, Inclusive, Insatiable Learners

Our Lovesac Core Competencies: