CX Team Operations Specialist

Havenly Brands (Havenly, Interior Define, Burrow, The Citizenry, The Inside, and St. Frank); Philippines; Remote; PHP 2,260,000 - 2,434,000; Full time

Job summary

Havenly Brands is seeking a CX Team Operations Specialist to own daily queue health and coverage across our brand CX teams. You will audit channels, balance workload, run daily huddles and handle escalations to resolution, while staying aligned with policy and brand voice.

This role emphasizes hands-on operations, not people management, and requires empathy, problem solving, and a calm, organized approach in a fast-paced e-commerce environment. Remote-friendly in USA or Philippines.

Qualifications

• 2+ years of hands-on experience in Customer Experience, Customer Support or a related role.
• Experience as a subject matter expert, team buddy or acting lead supporting peers daily.
• Basic understanding of how fulfillment and logistics impact customer experience.
• Strong problem-solving skills and ability to stay organized in a fast-paced environment.
• Excellent written and verbal communication.

Responsibilities

• Monitor queues, channels and backlogs; flag volume spikes and SLA risk.
• Rebalance work across the team as directed by the Team Lead.
• Run daily huddles; share updates, policy changes and known issues.
• Provide coverage for day-to-day operations when the Team Lead is out.
• Share end-of-day queue health read with the Team Lead.
• Own escalations through resolution.
• Make policy-aligned decisions on exceptions; elevate when needed.
• Partner with Team Lead on sensitive escalations; present summaries and solutions.
• Be go-to resource on policies, procedures and systems.
• Guide agents on tricky cases; provide feedback to Team Lead on coaching needs.
• Support onboarding as a buddy for new team members.
• Coordinate with Logistics and Order Operations to resolve orders/issues.
• Spend 40-50% handling customer contacts via email/chat/SMS/phone; maintain brand voice.

Skills

CX tools

Escalations handling

Customer communication

Team coordination

Remote collaboration

Tools

Kustomer

Gladly

NetSuite

Job description

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!

Havenly is not just the #1 residential interior design service in America - we\'re architecting the future of how millions design their homes. With our proprietary 3D visualization technology, our worldwide network of designers empowered with AI tools, and our revolutionary customer-facing AI design assistant, we\'re at the inflection point of a massive market transformation. This isn't just another operations role, it\'s the opportunity to build the category-defining business at the intersection of AI, design, and commerce.

Our Core Values

• Exhibit Gumption: meet every challenge with spirit and energy; believe the impossible is possible.
• Overperform: work hard, move fast, be scrappy.
• Stay Playful: no jerks, no whiners; have fun and keep perspective.
• Act Like an Owner: be accountable, speak up, act in Havenly's best interest.

About The Role

As our CX Team Operations Specialist, you'll own the day for one of our brand CX teams: queue health, work rebalancing, daily huddles, the escalations Senior Agents can't resolve, and coverage when the Team Lead, Customer Experience (your manager) is out. This is an operations role, not a people-management role: no direct reports, coaching, check-ins, performance management, hiring decisions, staffing plans or team KPI ownership, which all stay with the Team Lead. The person we're looking for is a steady, organized, solutions-oriented go-to who keeps queues healthy, makes sound policy-aligned calls on tough cases, and stays close to customers by handling contacts 40 to 50% of the time.

What You'll Own

• Monitor queues, channels and backlogs throughout the day, flagging volume spikes, aging tickets and SLA risk.
• Rebalance work across the team as directed by the Team Lead.
• Run daily huddles and share updates, policy changes and known issues.
• Provide coverage and continuity for day-to-day operations when the Team Lead is out of office.
• Share a short end-of-day read on queue health and open issues with the Team Lead.
• Take the escalations Senior Agents can't resolve and own them through to resolution.
• Make sound, policy-aligned decisions on exceptions using the same refund, credit and exception approval authority as the Team Lead, and know when to elevate further.
• Partner with the Team Lead on the most sensitive escalations, bringing clear case summaries and recommended solutions.
• Act as the go-to resource during the day for questions on policies, procedures and systems.
• Guide agents through tricky cases in the moment, and share observations on agent strengths and gaps with the Team Lead, who owns coaching.
• Support onboarding as a buddy for new team members.
• Coordinate with internal partners, especially Logistics and Order Operations, to resolve day-to-day issues on individual orders and cases.
• Spend 40 to 50% of your time handling customer contacts via email, chat, SMS and phone, delivering clear, timely and empathetic communication focused on first-contact resolution, in each brand's unique voice.

What You'll Drive

• Identify recurring escalation themes and share them with the Team Lead to inform training and process updates.
• Reinforce established processes and quality standards, and keep team reference materials current in partnership with Systems and Tools.
• Gather frontline feedback on technical, product and marketing program issues and pass it to the Team Lead.

We Are Looking For People Who

• Have 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.
• Bring experience as a subject matter expert, team buddy or acting lead supporting peers day to day, plus hands-on experience with modern CX tools (e.g., Kustomer, Gladly, NetSuite), including macros and knowledge bases.
• Bring a basic understanding of how fulfillment and logistics operations affect the customer experience, strong problem-solving skills, the ability to stay calm and organized in a fast-paced environment, and excellent written and verbal communication.
• Approach ambiguous problems by figuring out what's broken and acting on it, not waiting to be told what's next.
• 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 if you also have experience with monitoring queues or real-time operations in a contact center.

At Havenly, we're building with AI as part of how we work. We're looking for people who are genuinely curious about AI-assisted tools and eager to adopt them; this is about openness, not existing expertise.

The Details

• Employment type: Full-time, hourly, non-exempt contract position. This contract does not convert to a Havenly employee role.
• Location: Remote in USA or Philippines
• Compensation: $26 to $28.50/hr USD or $8.75 - $10/hr PHP
• Benefits: As a contract position, this role is not eligible for Havenly benefits.
• Application deadline: October 30, 2026, unless further applications are needed.

Interview Process

We try to follow the below interview process but sometimes find that you or we want to have further conversations. The below process is ideal state, but this can change!

• Hiring Manager Interview: with Teague Fuller - Team Lead, Customer Experience. A chat to learn about your experience, what you're looking for next, as well as a chance to ask any questions. (30 min.)
• Leadership Interviews: with Billy Lanahan - Sr. Manager, Customer Experience and Lisa Johnson - Director, Customer Experience. A deep dive into the specifics of the role. (30-45 minutes each)
• Offer!

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.