Own the post-purchase experience with Route. Scale your brand using the #1 platform for package protection, AI-driven returns, and real-time tracking. Backed by Madrona.
About the role
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.
What they'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)
More about this role
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,...
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