Remote CX Operations Specialist: Queues & Escalations

Havenly Brands (Havenly, Interior Define, Burrow, The Citizenry, The Inside, and St. Frank); United States; Remote; USD 36,000 - 40,000; Full time

Job summary

Havenly Brands is seeking a CX Team Operations Specialist to own day-to-day queue health, coverage when the Team Lead is out, and policy-aligned decisions on tricky customer cases across our brand portfolio.

You will lead daily huddles, coordinate with Logistics and Order Operations, and spend 40–50% of your time handling emails, chats, SMS and phone contacts with empathy and clarity in each brand voice.

Qualifications

• 2+ years hands-on experience in Customer Experience or related role.
• Experience as SME or buddy supporting peers day to day; familiarity with CX tools.
• Strong problem-solving skills and ability to stay calm in fast-paced environments.
• 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 when the Team Lead is out of office.
• Share end-of-day queue health read with the Team Lead.
• Own escalations through to resolution with policy-aligned decisions.
• Partner with Team Lead on sensitive escalations; provide summaries and solutions.
• Serve as go-to resource on policies, procedures and systems.
• Coach and guide agents; assist with onboarding as buddy for new members.
• Coordinate with Logistics and Order Operations to resolve order issues.
• Spend 40–50% of time handling customer contacts with empathy in each brand voice.

Skills

CX experience

Empathy

Communication

Team collaboration

Tools

Kustomer

Gladly

NetSuite

Job description

Havenly Brands is seeking a CX Team Operations Specialist to own day-to-day queue health, coverage when the Team Lead is out, and policy-aligned decisions on tricky customer cases across our brand portfolio.

You will lead daily huddles, coordinate with Logistics and Order Operations, and spend 40–50% of your time handling emails, chats, SMS and phone contacts with empathy and clarity in each brand voice.