[Hiring] CX Team Operations Specialist @Havenly Brands (Havenly, Interior Define, Burrow, The Citizenry, The Inside, and St. Frank)

Role Description

As our CX Team Operations Specialist, you'll own the day for one of our brand CX teams:

• Queue health
• Work rebalancing
• Daily huddles
• The escalations Senior Agents can't resolve
• Coverage when the Team Lead, Customer Experience (your manager) is out

This is an operations role, not a people-management role: no direct reports, coaching, check-ins, performance management, hiring decisions, staffing plans or team KPI ownership, which all stay with the Team Lead.

The person we're looking for is a steady, organized, solutions-oriented go-to who keeps queues healthy, makes sound policy-aligned calls on tough cases, and stays close to customers by handling contacts 40 to 50% of the time.

What You'll Own

• Monitor queues, channels and backlogs throughout the day, flagging volume spikes, aging tickets and SLA risk.
• Rebalance work across the team as directed by the Team Lead.
• Run daily huddles and share updates, policy changes and known issues.
• Provide coverage and continuity for day-to-day operations when the Team Lead is out of office.
• Share a short end-of-day read on queue health and open issues with the Team Lead.
• Take the escalations Senior Agents can't resolve and own them through to resolution.
• Make sound, policy-aligned decisions on exceptions using the same refund, credit and exception approval authority as the Team Lead, and know when to escalate further.
• Partner with the Team Lead on the most sensitive escalations, bringing clear case summaries and recommended solutions.
• Act as the go-to resource during the day for questions on policies, procedures and systems.
• Guide agents through tricky cases in the moment, and share observations on agent strengths and gaps with the Team Lead, who owns coaching.
• Support onboarding as a buddy for new team members.
• Coordinate with internal partners, especially Logistics and Order Operations, to resolve day-to-day issues on individual orders and cases.
• Spend 40 to 50% of your time handling customer contacts via email, chat, SMS and phone, delivering clear, timely and empathetic communication focused on first-contact resolution, in each brand's unique voice.

What You'll Drive

• Identify recurring escalation themes and share them with the Team Lead to inform training and process updates.
• Reinforce established processes and quality standards, and keep team reference materials current in partnership with Systems and Tools.
• Gather frontline feedback on technical, product and marketing program issues and pass it to the Team Lead.

Qualifications

• 2+ years of hands-on experience in Customer Experience, Customer Support or a related role (ideally in e-commerce or home goods), including handling escalations and complex customer issues with empathy and sound judgment.
• Experience as a subject matter expert, team buddy or acting lead supporting peers day to day.
• Hands-on experience with modern CX tools (e.g., Kustomer, Gladly, NetSuite), including macros and knowledge bases.
• Basic understanding of how fulfillment and logistics operations affect the customer experience.
• Strong problem-solving skills, ability to stay calm and organized in a fast-paced environment, and excellent written and verbal communication.
• Ability to approach ambiguous problems by figuring out what's broken and acting on it, not waiting to be told what's next.
• Ability to move fast, take real ownership of outcomes, and hold themselves to a high bar.
• Collaborate well across teams, with a low-ego, no-drama approach to getting things done.

Bonus Points

• Experience with monitoring queues or real-time operations in a contact center.
• Genuine curiosity about AI-assisted tools and eagerness to adopt them.

The Details

• Employment type: Full-time, hourly, non-exempt contract position.
• This contract does not convert to a Havenly employee role.
• Location: Remote in USA or Philippines.
• Compensation: $26 to $28.50/hr USD or $8.75 - $10/hr PHP.
• As a contract position, this role is not eligible for Havenly benefits.
• Application deadline: October 30, 2026, unless further applications are needed.

Interview Process

• Hiring Manager Interview: with Teague Fuller - Team Lead, Customer Experience. A chat to learn about your experience, what you're looking for next, as well as a chance to ask any questions. (30 min.)
• Leadership Interviews: with Billy Lanahan - Sr. Manager, Customer Experience and Lisa Johnson - Director, Customer Experience. A deep dive into the specifics of the role. (30-45 minutes each)
• Offer!

Equal Opportunity

Havenly is an Equal Opportunity Employer. Havenly's employment decisions are made without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.