CX Operations Specialist – Remote, Real-Time Support

Havenly; Philippines; Remote; PHP 2,254,000 - 2,514,000; Full time

Job summary

Havenly is seeking a CX Team Operations Specialist to own day-to-day operations for one brand's CX team—monitor queues, rebalance work, run daily huddles, and handle escalations to resolution. You will work in a remote role, collaborating with Logistics and Order Operations to ensure timely, empathetic customer responses.

With 2+ years in CX, you will use modern CX tools and provide coverage when the Team Lead is away, while maintaining high standards and supporting onboarding for new team

Qualifications

• 2+ years in Customer Experience or related role.
• Experience handling escalations and complex issues with empathy.
• Excellent written and verbal communication skills.

Responsibilities

• Monitor queues, channels and backlogs; flag volume spikes and SLA risk.
• Run daily huddles and share policy changes and known issues.
• Take escalations and own them through to resolution.
• Provide coverage when Team Lead is out of office.
• Coordinate with Logistics and Order Operations to resolve issues.
• Share end-of-day queue health updates with the Team Lead.

Skills

Customer Experience

Escalations

CRM Tools

Communication

Tools

Kustomer

Gladly

NetSuite

Job description

Havenly is seeking a CX Team Operations Specialist to own day-to-day operations for one brand's CX team—monitor queues, rebalance work, run daily huddles, and handle escalations to resolution. You will work in a remote role, collaborating with Logistics and Order Operations to ensure timely, empathetic customer responses.

With 2+ years in CX, you will use modern CX tools and provide coverage when the Team Lead is away, while maintaining high standards and supporting onboarding for new team