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Havenly Brands is building the premier destination for home furnishings and design services, operating a portfolio of brands including Havenly, Interior Define, The Citizenry, Burrow, Inside, and St. Frank. The company combines award-winning interior design services with proprietary 3D visualization technology, a global network of AI-empowered designers, and a customer-facing AI design assistant.
As Team Lead for Marketplace Ordering & Trade, you will manage the Ordering & Trade Customer Experience team day-to-day, driving performance, coaching, and process improvement across both the core consumer ordering experience and the growing Trade business. This is a hands-on people leadership role that blends operational execution with team development and measurable business outcomes.
Key responsibilities include:
- 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 through regular performance check-ins with constructive feedback and recognition
- Monitor and motivate daily team productivity with tactical adjustments to meet business needs
- Partner with senior leadership to build team structure, staffing plans, and specialized training as the Trade business scales
- Equip the team to identify and act on post-purchase sales opportunities
- Drive process improvements that enhance customer experience and operational efficiency
You will report to senior leadership and have the opportunity to shape how this function scales alongside Havenly's rapid growth in the Trade segment. The role requires someone who can balance hands-on execution with strategic team building and who is energized by developing high-performing teams in a fast-moving environment.
