Remote CX Operations Specialist (Contract)

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

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.