At Havenly, we believe in making space for better living. From gathering home inspiration, to working with a designer, to shopping curated home products, we collaborate with clients across the country to design spaces they love coming home to. Founded in 2014 and headquartered in Denver, CO, we are a fun, convenient, and affordable solution for designing your home.

Customer delight is our top priority and we’re looking for a driven, articulate, problem solver to help lead our dynamic Customer Experience team. As a Team Lead on the Customer Experience team supporting our pod focused on client order support, you will be responsible for handling escalated issues, reporting on team performance, training and developing team members, and ensuring a smooth roll-out 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 and 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 ordering support teams
• Take partners with our Ordering Operations and Merchandise teams to communicate challenges and changes in vendor workflows to agents 
• 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

• 1 years experience directly managing a customer support team that spans multiple channels - preferably in a high growth startup/ecommerce environment
• Experience monitoring and reporting on key CX performance metrics
• Comfortability working across multiple CRM and ecommerce platforms 
• 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.
• Our total rewards package includes a base salary of $40-50K annually based on experience, generous PTO, volunteer days off, health benefits (Medical, Dental, Vision, Disability), company equity, 401K, and Fertility benefits. In addition, we offer free design services, furniture discounts, and merchandise credits.
• Havenly is an Equal Opportunity Employer. Havenly's employment decisions are made without regard to 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. 
• As a company, our goal is to make everyone feel good at home and that starts right here, at Havenly HQ. We celebrate our differences and encourage everyone to bring their true 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. 
• Applicants must be currently authorized to work in the United States on a full-time basis.
• COVID-19 Vaccination Requirement: In accordance with Havenly’s policies as well as in compliance with state and federal regulations, and our ongoing commitment to safeguarding the health of our employees, their families, and the community at large, COVID-19 vaccines are required for all employees at Havenly. Accordingly, any offer of employment is conditioned upon an applicant’s ability to provide proof of vaccination. Should you require accommodation for medical or religious needs, Havenly will engage in an interactive process with you to determine if a reasonable accommodation can be provided in accordance with applicable City, State and/or Federal law. Any approved accommodation will also include a requirement that unvaccinated employees submit to weekly COVID-19 testing.

At Havenly we hire people who exhibit gumption, act like owners, outperform, and are always playful. If this sounds like a great fit for you, and a challenge you're ready to run with, we want to hear from you.