Team Lead, Customer Experience

Summary

Join Havenly Brands' Customer Experience team as a Team Lead, managing onshore and offshore agents supporting various owned brands. Lead and develop your team, handling escalated client issues, reporting performance, scheduling, and training. Ensure smooth process rollouts, understand evolving processes, and effectively execute and train on them. You will be responsible for gathering team feedback, identifying process improvements, creating new processes, and partnering with logistics for policy improvements. This remote, full-time position offers competitive compensation and benefits.

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
• Your job will be different on any given day, but you’ll have to roll with the punches, and more importantly, roll up your sleeves when duty calls
• 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, including
• Client inquiries about returns, tracking, product requests, refunds and more
• Handling escalated client situations
• Providing consistent coaching and development to CX Associates
• Monitoring and motivating 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 is an added bonus

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