Customer Experience Team Lead, Owned & Operated Brands

At Havenly Brands, we believe that everyone deserves a beautiful home they love. Founded and headquartered in Denver since 2014, we've grown into the #1 interior design service in the country. 

We believe home is a place for personal expression – a place that can inspire, comfort, delight, and work hard for you. We believe that a home should be livable, not precious; distinctive, not bland; beautiful, but attainable. That’s why we’re bringing together best-in-class home brands alongside innovative designer services to offer unprecedented access to personal, inspiring design. We’re building this generation’s premier destination for all things home.

Alongside our award winning design services, we proudly own and operate some of the best home furnishings brands in the business including Havenly, Interior Define, The Inside, St. Frank, and The Citizenry. Our family of brands is growing and we’re looking for amazing people to join us on this journey!

Customer delight is our top priority and we’re looking for a driven, articulate, problem solver to help lead our dynamic Customer Experience team. This role is for a Team Lead on the Customer Experience team focused on supporting our family of owned brands. You will lead a team of agents, both onshore and offshore, who provide client order support. You will be responsible for handling escalated issues, reporting on team performance, scheduling, training and developing team members, and ensuring smooth roll-outs of new processes. You will have outstanding leadership and team development skills. You will understand how the details of a consistently evolving process work and be able to both effectively execute against it and effectively train new team members.

If you are passionate about delightful customer experience, efficient operations and have a love for growing and mentoring teams, then this could be the role for you!

What you will be doing

• 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

What you should have

• 2+ years experience directly managing a customer support team that spans multiple channels - preferably in a virtual/ecommerce environment. Offshore support team management experience is an added bonus.
• 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

Additional Details: 

• This is a remote full-time exempt position headquartered in Denver, CO.
• Targeted compensation for this role is 55K/year, dependent upon experience.
• Our total rewards package includes competitive compensation, generous PTO, volunteer days off, health benefits (Medical, Dental, Vision, Disability), 401K, paid Parental leave, and Fertility benefits. In addition, we offer free design services, furniture discounts, and merchandise credits to help all of our employees love their homes too!
• Havenly is an Equal Opportunity Employer. Havenly's employment decisions are made without regard with race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.
• Applicants must be currently authorized to work in the United States on a full-time basis.

As a company, our goal is to make everyone feel good at home.  We celebrate our differences and encourage everyone to bring their authentic selves to work each and every day. Throughout the journey of each of our team members, as a company, we take pride in and commit to ensuring that everyone feels valued, heard, welcome and has equal opportunity to thrive. With the above stated, we are committed to cultivating a diverse and inclusive team. We are open to candidates of all backgrounds and encourage you to apply if interested, even if you don’t meet all of the outlined requirements.