Customer Experience QA Specialist (Part-time)

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, particularly in reading, listening, and written communication

• Strong operational and execution skills - able to identify issues, follow through on actions, and make sure improvements are implemented.

• Experience in Customer Service or Quality Checking is preferred.

• Careful and detail-oriented.

• Good at finding problems and understanding why they happen.

• Comfortable giving clear and constructive feedback.

• Strong service mindset, genuinely cares about helping customers and always thinks about what would make their experience awesome.

• Able to look at a situation from the customer’s point of view, not only follow rules or check boxes.

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.