Overview

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.

Additional Details

• This is a remote, full-time exempt position headquartered in Denver, CO with a salary range of $50K-$60K.
• 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. In addition, we offer free design services, furniture discounts, and merchandise credits.
• 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.
• As a company, our goal is to make everyone feel good at home and that starts right here, at Havenly HQ. We celebrate our differences and encourage everyone to bring their true selves to work each and every day. Throughout the journey of each of our team members, as a company, we take pride in and commit to ensuring that everyone feels valued, heard, welcome, and have equal opportunity to thrive.
• Applicants must be currently authorized to work in the United States on a full-time basis.

At Havenly, we hire people who exhibit gumption, act like owners, outperform, and are always playful. If this sounds like a great fit for you, and a challenge you're ready to run with, we want to hear from you.

At Havenly Brands, we’re building this generation’s premier destination for all things home. Alongside our award winning Havenly design services, we proudly own and operate some of the best home furnishings brands in the business including Havenly, Interior Define, The Citizenry, Burrow, Inside, and St.Frank. Our family of brands is growing and we’re looking for amazing people to join us on this journey!