CX Team Operations Specialist

Havenly Brands (Havenly, Interior Define, Burrow, The Citizenry, The Inside, and St. Frank)

. Monitor queues, channels and backlogs throughout the day, flagging volume spikes, aging tickets and SLA risk .

Posted 10/10/2026full-timeRemote • United States, PhilippinesJuniorMid-Level💰 $26 - $29 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Experience and Support, with a strong focus on handling escalations, problem-solving, and effective communication. Proficient in using modern CX tools and collaborating across teams to enhance operational efficiency.

Highest-signal resume keywords

Customer Experience ManagementEscalation HandlingCX Tools ProficiencyProblem-Solving SkillsEffective Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportEscalation ManagementQueue MonitoringFirst-Contact ResolutionLogistics Understanding

Soft Skills

EmpathyOrganizational SkillsProactive Problem-SolvingCollaborationCuriosity

Tools & Technologies

KustomerGladlyNetSuite

Industry Keywords

E-CommerceHome GoodsCustomer ExperienceContact Center Operations

About the role

Key responsibilities & impact

Monitor queues, channels and backlogs throughout the day, flagging volume spikes, aging tickets and SLA risk
Rebalance work across the team as directed by the Team Lead
Run daily huddles and share updates, policy changes and known issues
Provide coverage and continuity for day-to-day operations when the Team Lead is out of office
Share an end-of-day read on queue health and open issues with the Team Lead
Take escalations Senior Agents cannot resolve through to resolution
Make policy-aligned decisions on exceptions using the same refund, credit and exception approval authority as the Team Lead
Partner with the Team Lead on sensitive escalations with clear case summaries and recommended solutions
Serve as the daytime resource for policy, procedure and system questions
Guide agents through tricky cases and share observations with the Team Lead
Support onboarding as a buddy for new team members
Coordinate with Logistics and Order Operations on individual orders and cases
Handle customer contacts via email, chat, SMS and phone for 40–50% of working time, focusing on first-contact resolution and each brand’s voice
Identify recurring escalation themes to inform training and process updates
Reinforce processes and quality standards and maintain team reference materials with Systems and Tools
Gather frontline feedback on technical, product and marketing program issues and pass it to the Team Lead

Requirements

What you’ll need

2+ years of hands-on experience in Customer Experience, Customer Support or a related role, ideally in e-commerce or home goods
Experience handling escalations and complex customer issues with empathy and sound judgment
Experience as a subject matter expert, team buddy or acting lead supporting peers day to day
Hands-on experience with modern CX tools such as Kustomer, Gladly and NetSuite, including macros and knowledge bases
Basic understanding of how fulfillment and logistics operations affect customer experience
Strong problem-solving skills
Ability to stay calm and organized in a fast-paced environment
Excellent written and verbal communication
Ability to approach ambiguous problems proactively
Ability to collaborate well across teams with a low-ego, no-drama approach
Genuine curiosity about AI-assisted tools and eagerness to adopt them
Bonus: experience monitoring queues or real-time operations in a contact center

Benefits

Comp & perks

No Havenly benefits; the contract position is not eligible for company benefits