Customer Experience Associate

Rove Concepts is a high-end, online mid-century modern furniture business with a head office located in Vancouver, BC. For over 14+ years, we have built trust with customers through delivering quality products and outstanding service to doorsteps throughout North America.  With a strong online presence and a commitment to timeless design, we strive to create inspiring spaces for our customers. Our growth has led us to occupy five showrooms in North America, including Vancouver, Toronto, Los Angeles, San Diego, and Miami. We strive towards expanding our showroom spaces to provide exceptional customer experiences.

Position Available: Customer Experience Associate

Location: Taiwan (100% REMOTE)

Reporting to: Headquarters in Vancouver, British Columbia

Role Overview:

The Customer Experience Associate will support our marketplace, appointment coordination, and customer service operations. This role ensures every customer interaction is handled with professionalism, accuracy, and care. You will be the main point of contact for resolving inquiries, booking appointments, and supporting end-to-end customer journeys.

 What You'll Do:

• Manage customer inquiries across email, live chat, phone, and marketplace platforms.
• Schedule and confirm customer appointments, ensuring smooth coordination across internal teams.
• Track, document, and escalate customer concerns when necessary.
• Assist in managing customer feedback, reviews, and marketplace ratings.
• Contribute to process improvements to enhance overall CX performance.
  
• Maintain a high level of product knowledge to provide accurate and helpful support.
• Collaborate with fulfillment, operations, and sales teams to ensure customer needs are met end-to-end.
• Resolve customer issues efficiently while maintaining a positive brand experience.
• Support and maintain our marketplace listings, ensuring accuracy, timely updates, and strong customer communication.

What You'll Need:

• 1–2+ years of experience in customer service, customer experience, or marketplace support.
• Strong written and verbal communication skills.
• Comfort with scheduling tools, CRM systems, and marketplace platforms.
• Ability to work both independently and collaboratively.
  
• Problem-solving mindset with a focus on delivering excellent service.
• Ability to multitask and stay organized in a fast-paced environment.
• Experience handling customer communication across multiple channels.

What We're Offering:

• Rocketing growth – yours and ours. At Rove Concepts, there are lots of opportunities for personal and professional growth. That's because we believe in developing, investing, and promoting from within.
• Remote work flexibility.
• Competitive Compensation – We recognize and reward top talent with a salary that reflects your skills and contributions.
• Working together with seasoned and driven entrepreneurs and entrepreneurial talent who truly strive to make a difference.
• Working in a rapidly growing company where you benefit from flat structures and a highly motivated team.

Only selected applications that meet the requirements of the role will be contacted.

Rove Concepts welcomes applications from all qualified individuals. We're committed to employment equity and diversity in the workplace, and welcome applications from all individuals, including but not limited to members of visible minorities, persons of any gender identity or expressions, or any sexual orientation, Aboriginal persons, and persons with disabilities. If you want to be a part of our community then we're excited to hear from you