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Havenly Brands is a portfolio of home furnishings and design companies including Havenly (the #1 residential interior design service in America), Interior Define, The Citizenry, Burrow, Inside, and St. Frank. The company is leveraging proprietary 3D visualization technology, AI-powered designer tools, and customer-facing AI design assistants to transform how millions design their homes.
As CX Team Operations Specialist, you will own day-to-day operations for one of the brand's customer experience teams. This is a hands-on operations role—not a people-management position. You will have no direct reports, and people management (coaching, check-ins, performance reviews, hiring, staffing plans, team KPI ownership) remains with your manager, the Team Lead, Customer Experience.
You will spend 40–50% of your time handling customer contacts directly via email, chat, SMS, and phone, delivering clear, timely, and empathetic communication in each brand's unique voice, with a focus on first-contact resolution. The remaining time focuses on operational oversight and escalation management.
Key responsibilities include: monitoring queues, channels, and backlogs throughout the day, flagging volume spikes, aging tickets, and SLA risk; rebalancing work across the team as directed by the Team Lead; running daily huddles to share updates, policy changes, and known issues; providing coverage and continuity when the Team Lead is out of office; sharing end-of-day queue health summaries; taking escalations Senior Agents cannot resolve and owning them through resolution; making sound, policy-aligned decisions on exceptions using the same refund, credit, and exception approval authority as the Team Lead; partnering with the Team Lead on sensitive escalations with clear case summaries and recommended solutions; serving as the go-to resource for questions on policies, procedures, and systems; guiding agents through tricky cases in the moment and sharing observations on agent strengths and gaps with the Team Lead; supporting onboarding as a buddy for new team members; coordinating with internal partners (especially Logistics and Order Operations) to resolve day-to-day issues; identifying recurring escalation themes and sharing them with the Team Lead to inform training and process updates; reinforcing established processes and quality standards; and gathering frontline feedback on technical, product, and marketing program issues to pass to the Team Lead.
The ideal candidate is steady, organized, solutions-oriented, and keeps queues healthy while making sound policy-aligned calls on tough cases and staying close to customers.
Requirements:
- 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
- Strong written and verbal communication skills
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
- Comfort with ambiguity and a bias toward action
- Collaborative mindset and ability to partner effectively across functions
