CX Team Operations Specialist

🔥 16 hours ago

🌐 United States, Philippines – Remote

🇺🇸 United States – Remote 🇵🇭 Philippines – Remote

💵 $26 - $28 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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

WebsiteLinkedInAll Job Openings

2 - 10 employees

💰 Series unknown on 2022-01

Love the home you're in.

📋 Description

• 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

• 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

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