Remote CX Operations Specialist: Queues & Escalations

Havenly, Inc.; United States; Remote; USD 36,000 - 39,000; Full time

Job summary

Havenly, Inc. seeks a CX Team Operations Specialist to own queue health, daily huddles, and escalations beyond Senior Agents. You will handle 40 to 50% of customer contacts with empathy, delivering clear, timely, first-contact resolutions in Havenly's voice.

This remote role partners with the Team Lead and cross‑brand teams to balance workload and maintain policy‑aligned decisions. You will support onboarding, share updates, and coordinate with Logistics/Order Operations to resolve day‑to‑day

Qualifications

• 2+ years of hands-on experience in Customer Experience or related role with escalations handling.
• Experience as SME or buddy supporting peers and using CX tools (Kustomer/Gladly/NetSuite).
• Strong problem-solving, calmness under pressure, and clear written/verbal communication.

Responsibilities

• Own queue health, rebalancing work, daily huddles and escalate unresolved issues.
• Handle 40–50% of customer contacts with empathy and first-contact resolution focus.
• Make policy-aligned decisions on exceptions and coordinate with Team Lead on escalations.
• Support onboarding and collaborate with Logistics and Order Operations to resolve issues.

Skills

CX experience 2+ yrs

Escalations handling

Empathy & communication

Tools

Kustomer

Gladly

NetSuite

Job description

Havenly, Inc. seeks a CX Team Operations Specialist to own queue health, daily huddles, and escalations beyond Senior Agents. You will handle 40 to 50% of customer contacts with empathy, delivering clear, timely, first-contact resolutions in Havenly's voice.

This remote role partners with the Team Lead and cross‑brand teams to balance workload and maintain policy‑aligned decisions. You will support onboarding, share updates, and coordinate with Logistics/Order Operations to resolve day‑to‑day