[Hiring] Team Lead, Marketplace Ordering & Trade @Havenly Brands (Havenly, Interior Define, Burrow, The Citizenry, The Inside, and St. Frank)

Role Description

This role leads Havenly's Ordering & Trade CX team day to day, driving performance, coaching, and process improvement across both our core consumer ordering experience and our growing Trade business. As the Trade business scales, this leader will partner with senior leadership to build the team structure, staffing plans, and specialized training the function needs, including equipping the team to spot and act on post-purchase sales opportunities. "Great" looks like a hands-on people leader who blends operational execution with a track record of developing team members and driving measurable business outcomes.

What You'll Own

• Provide day-to-day management of the Ordering & Trade CX team, ensuring they meet performance objectives such as CSAT, response time, and resolution time.
• Deliver consistent coaching and development to CX Associates, running regular performance check-ins that give constructive feedback and celebrate successes to drive engagement.
• Monitor and motivate daily team productivity, making tactical adjustments to meet targets, and act as the final point of escalation for complex client and trade partner situations.
• Support CX Managers in understanding KPI performance, and support the hiring and onboarding process for new CX team members.
• Monitor, analyze, and report on key team performance indicators and operational metrics, compiling weekly and monthly performance reports and proactively flagging trends and risks to the Director of CX.
• Champion effective use of CX technology (e.g., ticket routing, knowledge base) and support the development of training programs and reference materials that keep quality consistent across all brands.

What You'll Drive

• Partner with CX and Trade leadership to build and scale the trade-specific team structure as the Trade business grows, defining staffing plans, specialized workflows, and role structures needed to support trade partners at scale.
• Design and lead onboarding, certification, and ongoing training programs for trade partner support, so the team can confidently navigate trade account structures, bulk/PO-based ordering, and trade-specific policies.
• Build and deliver training on post-purchase sales opportunities (attachment/upsell, protection plans, reorders, expert design services), then track, coach to, and report on that performance alongside traditional CX metrics.
• Partner with Sales, Merchandising, and Trade leadership to build feedback loops between post-purchase CX interactions and sales strategy, and develop recommendations on headcount, sub-team specialization, and routing/staffing models as Trade volume grows.
• Proactively identify and lead process improvements across ordering and trade support workflows, partnering with Senior Leadership and our Logistics partners to resolve day-to-day operational issues and inform policy changes.
• Support execution of strategic projects that improve the customer's and trade partners' ordering experience, upholding company and vendor policies while advocating for client and partner needs.

Qualifications

• 2+ years of experience in a Customer Experience, Operations, or related role, ideally with exposure to trade, wholesale, or B2B-adjacent ordering.
• 2+ years of proven people leadership experience: coaching, developing, and leading a team of direct reports (or equivalent, e.g., Agents), with a strong emphasis on coaching and development and a track record of driving business outcomes through a team.
• Experience building, scaling, or restructuring a team (e.g., defining new roles, staffing plans, or training programs) as business needs evolve.
• Practical experience using modern CX technology (e.g., Zendesk, Salesforce Service Cloud), a basic functional understanding of fulfillment operations, and strong analytical and communication skills to drive team performance through data-informed coaching.
• 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 post-purchase sales, upsell, or attachment programs.
• Genuine curiosity about AI-assisted tools and eagerness to adopt them.

The Details

• Location: Remote within approved states (AL, CA, CO, CT, FL, GA, IL, IN, KS, ME, MD, MA, MI, MN, MO, MT, NV, NJ, NY, NC, OH, OR, PA, TN, TX, UT, VT, VA, WA)
• Compensation: $50,000–$60,000/year
• Benefits: generous PTO, volunteer days off, health benefits (Medical, Dental, Vision, Disability), 401(k) with company match, paid parental leave, plus Havenly-specific perks: free design services, furniture discounts, and merchandise/anniversary credits.
• Work authorization: Applicants must be currently authorized to work in the United States on a full-time basis. We do not offer any sponsorship.
• Application deadline: September 8, 2026, unless further applications are needed.

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.