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Route
Lehi, Utah, United States
Source: Route careers · View original posting
From Route's posting. “We” and “our” refer to the employer.
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.
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.
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.
Compensation
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.
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.
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
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