Customer Experience Team Lead

Summary

Join Havenly Brands' Customer Experience team as a Team Lead! Lead and develop a team of onshore and offshore agents providing client order support. You will handle escalated issues, report on team performance, and create training programs. This remote, full-time position requires 2+ years of experience managing a customer support team in a virtual/ecommerce environment. You'll need strong leadership skills, experience with CX metrics, and the ability to work autonomously. Havenly offers a competitive compensation package including generous PTO, health benefits, 401K, paid parental leave, and employee discounts.

Requirements

• 2+ years experience directly managing a customer support team that spans multiple channels - preferably in a virtual/ecommerce environment
• Proven experience of knowing what it takes to provide consistently first-class customer service to customers, remaining calm and measured even when dealing with the most demanding of individuals
• Experience owning, monitoring and reporting on key CX performance metrics
• Comfortability working across multiple CRM and ecommerce platforms
• Ability to create operational processes and train a team to operate against new policies and procedures
• Ability to operate with a high degree of autonomy in ambiguous settings and juggle multiple responsibilities at once
• Exemplify each of Havenly’s cultural values in everyday interactions and encourage others to do the same
• An engaging leadership presence that comes across equally strong in person as it does in writing or through Zoom calls

Responsibilities

• Provide day-to-day management for the customer experience order support team ensuring they are successful in meeting metrics and performance objectives
• Handle client inquiries about returns, tracking, product requests, refunds and more
• Handle escalated client situations
• Provide consistent coaching and development to CX Associates
• Monitor and motivate daily team productivity
• Support team managers in understanding KPI performance and calling out areas for improvement
• Support the hiring and onboarding process for new team members
• Support the development and maintenance of training programs and reference materials for all aspects of client ordering experience
• Gather feedback from the team, particularly around immediate technical issues or marketing program experiences, and communicating to CX leadership and key partners
• Proactively identify opportunities for process improvements leading to efficiencies in workflows across our support teams
• Create and manage new processes and procedures for team efficiency and quality
• Take partners with our Logistics partners to inform policy and process improvements
• Upholding company and vendor policies while understanding and advocating for our clients’ needs
• Support the execution of strategic projects and process updates to ensure we are continually improving our customer’s ordering experience

Preferred Qualifications

Offshore support team management experience

Benefits

• Competitive compensation
• Generous PTO
• Volunteer days off
• Health benefits (Medical, Dental, Vision, Disability)
• 401K
• Paid Parental leave
• Fertility benefits
• Free design services
• Furniture discounts
• Merchandise credits