Customer Experience Specialist

We Are Route When shoppers hit "buy," a great customer experience doesn’t end, it’s just getting started. For too long, everything after checkout has been the weakest link in ecommerce: confusing tracking, lost or damaged packages, clunky returns, and missed opportunities to turn first-time buyers into lifelong fans. That's why we built Route. Our mission is simple: we create shopper confidence that fuels brand growth. Route is the leading post-purchase platform for modern ecommerce, trusted by over 13,000 brands and protecting more than $20 billion in gross merchandise value to date. From package protection and industry-leading order tracking to returns and exchanges, cash back loyalty, and engaging product recommendations, Route brings every moment after checkout into one powerful platform, empowering shoppers with visibility and peace of mind while giving merchants loyalty that lasts well beyond the first sale. Since launching in 2018, Route has raised over $250 million from leading investors including Craft Ventures, Hedosophia, and Hanaco Ventures, and has grown into a complete post-purchase ecosystem loved by millions of shoppers and the brands they buy from. Throughout that growth, we've stayed committed to building innovative products that empower our customers and to fostering a people-first, values-driven culture that makes Route a place where great work and great people thrive. We're looking for talented people across the ecommerce space to join us on the next chapter of this adventure. Don't just take our word for it, Discover what life at Route has to offer. The team Route's Customer Experience team is the front line of trust between shoppers and the brands they buy from. When a package goes missing, arrives damaged, or a claim needs a careful eye, our claims specialists are the ones who step in - investigating each case, applying policy fairly, and turning a frustrating moment into a reason a shopper keeps coming back. Working across Zendesk and our internal resolution tools, the team blends fast, high-volume ticket handling with judgment calls on higher-value claims, all while spotting fraud patterns and flagging process gaps before they become bigger problems. It's a team that thrives on ownership: agents mentor each other, help train up new teammates and seasonal contractors, and constantly look for ways to make claims resolution faster and fairer for everyone. The opportunity We're hiring a Customer Experience Specialist to work claims day in and day out on our Claims team. You'll dig into a steady queue of customer claims - including our highest-value merchant claims - applying policy carefully and resolving each case efficiently and accurately. Alongside your own caseload, you'll help newer teammates and seasonal contractors find their footing, flag the trends and bugs leadership needs to hear about, and suggest the small process fixes that make claims resolution smoother for everyone. If you're looking for a claims role where solid, consistent casework is the job - with room to pick up more as you grow into it - this is it. What you’ll do • Use Zendesk and our internal resolution tools to assess and resolve customer claims accurately and efficiently. • Respond to customer contact forms promptly and professionally. • Handle claims for high-value merchants, holding an elevated bar for accuracy and care. • Recognize and report bugs encountered while managing customer claims, and partner with product and engineering to resolve issues affecting claims. • Recognize, document, and escalate trends and ongoing issues to leadership. • Recommend process improvements that help the team, department, and company scale. • Mentor and guide newer team members through shadowing and knowledge transfer, and support the training of seasonal contractors. • Stay organized while working and documenting across multiple systems. What we’re looking for • Proficiency in Zendesk or similar customer support platforms. • Strong written and verbal communication skills, with a friendly, professional demeanor. • Strong reading/writing skills and the ability to type accurately at 40+ words/minute. • Comfort troubleshooting technical issues while navigating multiple systems. • Strong problem-solving skills and resourcefulness — if you don't know how to do something, you'll figure it out. • Prior experience in customer support or claims management, with a track record of hitting KPI targets (tickets solved per hour, CSAT, QA scores). • Familiarity with Route's policies and procedures, or the ability to ramp quickly. • Ability to work occasional overtime or weekends during peak periods and holidays. • Preferred: experience mentoring or training team members, strong analytical skills, ecommerce industry knowledge, and experience managing competing priorities. Equal opportunity for all Route is an Equal Opportunity Employer. We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. Total Rewards We know our team works best when everyone feels happy, healthy, and supported. We offer to pay 95% - 100% of your health insurance premiums for you and your family, remote or hybrid work arrangements, unlimited PTO, 401k matching, formalized growth opportunities, learning & development, DEI programs & events, and so much more. Pay Transparency Salary for this role: Lehi, UT based $22.00 -$23.00 per hour The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Route’s bonus plan for eligible roles. In addition to cash compensation, all Route employees are eligible to participate in Routes equity incentive plan to receive stock options per the terms of the agreement. Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons.