[Hiring] Concierge, Post Purchase @LOVESAC COMPANY

Role Description

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.

Qualifications

• Core Values: Top Ambition, We All Win Together, Conscious Operations, Do Less and Do Best, Love Matters
• Table-Stake Values: Willing to Sweep Floors, Grit, Positive, Self-Aware, Self-Starting, Insatiable Learners, Transparency, Customer-Centric
• Core Competencies: Builds Customer Centricity, Drives Remark-able Results, Collaborates Effectively, Makes Good Decisions, Demonstrates Self-Awareness

Requirements

• Must be at least 18 years of age.
• Minimum of 2 years’ experience in customer experience, logistics, fulfillment, delivery coordination, or retail operations.
• Proficiency with Microsoft Office and experience using CRM, ERP, or order management systems.
• Strong attention to detail, organizational skills, and a customer-first mindset.
• Excellent problem-solving skills with the ability to proactively identify and resolve issues.
• Ability to manage multiple priorities while maintaining accuracy in a fast-paced environment.
• Excellent communication, relationship-building, and collaboration skills, with the ability to effectively partner across cross-functional teams and external service providers.
• Experience in furniture, home delivery, installation services, or last-mile logistics, preferred.
• Experience creating floor plans, shoe maps, or configuration-based documentation, preferred.
• Demonstrated commitment to delivering exceptional customer experiences.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• 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 travel using various forms of transportation, as required by the Company in its sole discretion, for mandatory meetings and conferences held either at our offices or offsite.
• 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.

Benefits

• Paid Time Off & Holiday Pay
• Sales Incentive Program
• 401K Matching Contribution
• Paid Parental Leave
• Medical, Dental, Vision Benefit Plans
• Health Savings and Flexible Spending Accounts
• Life/AD&D, Short Term and Long-Term Disability
• Critical Illness and Accident Insurance
• Employee Assistance Program
• Financial Wellness Tools
• Associate Discounts
• Pet Insurance