[Hiring] Team Lead, Customer Experience @Havenly Brands (Havenly, Interior Define, Burrow, The Citizenry, The Inside, and St. Frank)

Role Description

We are seeking a highly motivated and customer-focused Team Lead, Customer Experience to provide day-to-day management for our Customer Experience (CX) team across one or more of our Havenly brands. This role is crucial for ensuring the team meets its performance objectives and delivers a best-in-class customer journey. The ideal candidate will be a hands-on leader, blending operational execution, direct team coaching, and a proactive focus on process improvement.

This position supports the day-to-day CX operations, focusing heavily on driving team performance, development, and coaching CX team members.

Responsibilities

• Team Leadership & Performance
  • Provide day-to-day management for the CX team, ensuring they are successful in meeting metrics and performance objectives (e.g., CSAT, response time, resolution time).
  • Provide consistent coaching and development to CX Associates, fostering a culture of accountability and continuous improvement.
  • Monitor and motivate daily team productivity, implementing immediate, tactical adjustments to daily operations to meet targets.
  • Conduct regular performance check-ins, delivering constructive feedback and celebrating successes to drive high engagement.
  • Act as a final point of escalation, handling complex and escalated client situations (including inquiries about returns, tracking, product requests, refunds, and more), while coaching team members through resolution.
  • Support CX Managers in understanding KPI performance and proactively calling out areas for improvement.
  • Support the hiring and onboarding process for new CX team members.
• Operational Excellence & Process Improvement
  • Proactively identify opportunities for process improvements leading to efficiencies in workflows across our support teams.
  • In partnership with Senior Leadership, create and manage new processes and procedures for team efficiency and quality.
  • Uphold company and vendor policies while understanding and advocating for our clients’ needs.
  • Support the execution of strategic projects and process updates to ensure we are continually improving our customer’s ordering experience.
  • Collaborate with internal partners, especially our Logistics partners, to inform policy and process improvements and resolve day-to-day operational issues that impact the customer experience.
  • Gather feedback from the team, particularly around immediate technical issues or marketing program experiences, and communicate this to CX leadership and key partners.
  • Champion the effective use of CX technology (e.g., ticket routing, knowledge base) within the team to optimize daily workflow and improve team productivity.
  • Support the development and maintenance of comprehensive training programs and reference materials.
  • Ensure team adherence to established processes and quality standards across all brands through ongoing training reinforcement.
• Data & Reporting
  • Monitor, analyze, and report on key team performance indicators (KPIs) and operational metrics, proactively highlighting trends and potential risks to the Director of CX.
  • Support data-informed operational decisions by compiling and presenting weekly and monthly performance reports.

Qualifications

• 2+ years of professional experience in a Customer Experience, Operations, or related role.
• 1+ year of demonstrated success in coaching, training, or leading a team of direct reports or equivalent experience (e.g., Agents).
• Practical experience with modern CX technology stacks (e.g., Zendesk, Salesforce Service Cloud) and a commitment to leveraging tools for efficiency.
• Basic functional understanding of fulfillment operations and their impact on the customer experience.
• Strong analytical and problem-solving skills, with a track record of driving team performance through data-informed coaching.
• Excellent written and verbal communication skills, with the ability to clearly articulate feedback and operational needs to both direct reports and senior leadership.

Benefits

• This is a remote, full-time exempt position headquartered in Denver, CO.
• Our total rewards package includes competitive compensation based on experience.
• Generous PTO, volunteer days off, health benefits (Medical, Dental, Vision, Disability), company equity, 401K, and Fertility benefits.
• Free design services, furniture discounts, and merchandise credits.