Concierge, Post Purchase

About LovesacLovesac

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. 

About the Role

As our Concierge, Post Purchase, you are responsible for delivering a seamless, premium omnichannel experience by ensuring customer orders are accurate, complete, and fulfillment-ready. Partnering closely with Customer Experience, Ecommerce, Showrooms, Partner Channels, Logistics, and White Glove Delivery teams, this role drives order accuracy, proactive communication, and smooth execution from purchase through delivery and installation.

The Concierge of Post Purchase is responsible for order quality assurance, delivery readiness, customer communication, and shoe map creation for applicable orders. The ideal candidate is highly organized, detail-oriented, and customer-focused, with the ability to manage multiple priorities, identify and resolve potential order issues, and coordinate effectively across internal teams and delivery partners.

This position is remote and will report into Lovesac Corporate HUB based in Stamford, CT. 

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

Order Quality & Fulfillment Readiness

• Perform quality assurance reviews on post-purchase orders across showroom, ecommerce, partner channel, and White Glove orders to ensure accuracy, completeness, and fulfillment readiness.
• Review product configurations, quantities, delivery details, customer information, service levels, lead times, and installation requirements.
• Identify, document, and resolve order discrepancies to minimize errors, delays, and customer escalations.
• Maintain accurate order documentation, customer commitments, and system records throughout the order lifecycle.

Customer Experience & Communication

• Deliver proactive, high-touch customer support across phone, email, SMS, chat, and other omnichannel touchpoints.
• Set clear expectations regarding order status, delivery scheduling, installation services, and post-purchase support.
• Educate customers on White Glove delivery services, including room preparation, access requirements, setup guidelines, and service limitations.

Delivery Coordination & Issue Resolution

• Monitor orders from purchase through delivery and installation, ensuring timely progression and a seamless customer experience.
• Partner with Customer Experience, Ecommerce, Showrooms, Logistics, Partner Channels, and third-party delivery providers to resolve order and delivery concerns.
• Escalate delivery risks, service issues, order defects, and customer experience opportunities to appropriate stakeholders.

Shoe Maps & Installation Documentation

• Create and maintain accurate shoe maps and assembly documentation for applicable White Glove delivery orders.
• Translate customer configurations into clear installation instructions and ensure all required documentation is properly maintained and shared with delivery partners.

Continuous Improvement & Team Support

• Contribute to the ongoing enhancement of order QA processes, shoe map standards, service workflows, and knowledge-sharing practices.
• Participate in team meetings, special projects, and operational initiatives to improve service performance and customer outcomes.

• Perform any other reasonable duties for this role as requested by management.