Concierge, Post

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.

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.

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.

• 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.

• 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.

• 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.

• 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.

• Contribute to…