Customer Experience & Community Associate

Rove Concepts is a high end, online modern furniture business with a head office located in Vancouver, BC. For over 14 years we have built trust with customers through quality products and outstanding service across North America. With a strong online presence and a growing showroom footprint, we strive to create inspiring spaces for our customers.

Position Available

Customer Experience and Community Associate

Location

Taiwan, hybrid, primarily remote with in person member viewings by appointment

Reporting to

Headquarters in Vancouver, British Columbia

Role Overview

The Customer Experience and Community Associate supports marketplace, appointment coordination, claims, and member community growth. You will handle customer interactions online and in person, support end to end claims, help members book and attend viewings at the office, and maintain accurate media and marketplace listings. You will be a key contact for resolving issues, nurturing loyal members, and turning every touchpoint into a strong brand experience.

What You Will Do

Customer experience and claims

Manage customer inquiries across email, live chat, phone, and marketplace platforms

Own end to end claims intake, documentation, and follow up with internal teams and suppliers

Track, document, and escalate customer concerns when needed

Coordinate with production and logistics teams so claims are resolved with speed, accuracy, and care

Provide clear and empathetic communication to customers throughout the claim journey

Growth and community

Support member engagement through thoughtful follow ups, surprise and delight moments, and referral support

Collect customer stories, reviews, and feedback that can be shared with marketing and showroom teams

Identify recurring themes in customer questions and claims and share insights to improve product, policy, and experience

Showroom support for member viewings

Coordinate and host member viewings and appointments at the office when bookings are confirmed

Prepare the space and products for viewing so members can see, touch, and understand key pieces before purchase

Capture notes from in person visits and share them back with concierge, sales, and logistics to support next steps

Media and marketplace listing support

Support and maintain marketplace and media listings, ensuring accurate content, pricing, availability, and product details

Partner with marketing and creative teams to keep photos, descriptions, and specs current and aligned with brand standards

Monitor reviews and Q and A across channels and respond or route items to the right internal owner

What You Will Need

One to two years of experience in customer service, customer experience, marketplace support, or a similar role

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 excellent service

Ability to switch between online customer work and in person appointments in a fast paced environment

Experience managing customer communication across multiple channels is an asset

What We Are Offering

Growth potential for your career as the company scales

Hybrid flexibility with a mix of remote work and scheduled in person appointments

Competitive compensation with salary aligned to your skills and contributions

A chance to work with driven entrepreneurs and a high performing team that cares about design, quality, and experience

Only selected applicants who meet the requirements of the role will be contacted.