About the role
About Lovepop
Lovepop is on a mission to create one billion magical moments. We combine art x engineering to create the most magical paper art cards & gifts. Featured on Shark Tank in 2015, Lovepop has become one of the top 10 Shark Tank investments with over $300m in lifetime sales ($30m+ annually). Lovepop consistently ranks in the top Google results for cards online, enjoys 29% national brand awareness in the category, and has helped its customers create over 65 million magical moments (30 million+ units sold). We live by our four values: engineering, hunger, magic, and connection. The opportunity ahead of us is large, exciting, and meaningful. We seek A+ talent to help us become the #1 online card destination in the US.
About the role
Review and quality-check customer interactions handled by Lovepop’s Happiness team across the app and social media channels to ensure customers receive accurate, helpful, and consistent support that reflects the Lovepop experience.
Accountabilities
- Review customer interactions daily across the app and social media channels, including both written conversations and recorded interactions.
- Check if the agent:
- Understands the customer’s problem correctly.
- Gives the right solution.
- Responds in a friendly, caring, and natural Lovepop style.
- Follows Lovepop’s rules and process.
- Points out mistakes and explains how they should be improved.
- Find repeated problems from agents or from the current process.
- Suggest simple ways to improve replies, FAQs, instructions, and the working process.
- Check again after feedback to make sure the same mistakes are reduced.
- Prepare a short weekly report with:
- Main mistakes found.
- Repeated customer problems.
- Actions that should be improved.
- Progress from previous weeks.
Qualifications
- Excellent English proficiency, with the ability to understand and assess customer service communications accurately.
- Experience in quality assurance, including reviewing customer service interactions and identifying gaps in quality, accuracy, tone, or process adherence.
- Strong analytical skills to spot recurring issues, investigate their root causes, and recommend practical improvements.
- Able to track corrective actions through to completion and verify that improvements have been implemented.
- Confident in providing clear, specific, and constructive feedback.
- Careful and detail-oriented, with sound judgment and a consistent approach to quality reviews.
- Customer-focused perspective: able to assess interactions from the customer’s point of view and recognize what would make the experience better—not simply follow a checklist.
- Location requirement: This role can be remote, but ideally the first month should be onsite to learn the job and experience Lovepop’s culture.
- Working time: 4 hours per day from Mon to Fri. Working hours should overlap with Lovepop Vietnam’s daytime hours by at least 1 hour for meetings or discussions.
What Success Looks Like
The goal is not only to find mistakes, but to help the team make fewer repeated mistakes, give customers better support, and improve the overall Lovepop customer experience.
Lovepop Values
Engineering: Curiosity to discover how the world works
Hunger: Desire to take on more than is expected
Magic: Delivering unexpected experiences
Connection: Building relationships with each other
Lovepop Operating Philosophies
A+ talent loves working with A+ talent. A+ talent delivers 10x outcomes.
Growth mindset. We believe people develop over time, that capability increases through belief and hard work. Most increases in productivity come from leveling up and applying more leverage and focus over time rather than by applying more resources or hours.
The team I’m on is more important than the team I lead. From Patrick Lencioni’s “The Advantage”: leaders need to put their working team’s objectives ahead of the objectives of the team they themselves lead for an organization to be effective.
Executive leadership team commitments: We value our time together, Create a safe space, Get everything on the table, Make clean agreements, Set the standard.