Team Lead, Marketplace Ordering – Trade

🔥 13 hours ago

🏈 Alabama, California, +25 more states – Remote

🏈 Alabama – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🌪️ Kansas – Remote 🦞 Maine – Remote 🦬 Montana – Remote 🎰 Nevada – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $50k - $60k / year

⏰ Full Time

🟠 Senior

👻 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

• Lead Havenly's Ordering & Trade CX team day to day across the consumer ordering experience and Trade business • Manage team performance against CSAT, response time, and resolution time objectives • Coach and develop CX Associates through regular performance check-ins • Monitor and motivate daily productivity, make tactical adjustments, and escalate complex client and trade partner situations • Support CX Managers with KPI performance and hiring and onboarding of new CX team members • Monitor, analyze, and report team performance indicators and operational metrics through weekly and monthly reports • Flag trends and risks to the Director of CX • Champion effective use of CX technology and support training programs and reference materials • Build and scale the trade-specific team structure, staffing plans, specialized workflows, and role structures • Design and lead onboarding, certification, and ongoing training for trade partner support • Train and track post-purchase sales opportunities including attachment/upsell, protection plans, reorders, and expert design services • Build feedback loops with Sales, Merchandising, and Trade leadership between post-purchase CX interactions and sales strategy • Recommend headcount, sub-team specialization, and routing/staffing models as Trade volume grows • Lead process improvements across ordering and trade support workflows with Senior Leadership and Logistics partners • Support strategic projects improving the customer and trade partners' ordering experience while upholding company and vendor policies

🎯 Requirements

• 2+ years of experience in a Customer Experience, Operations, or related role • Ideally, exposure to trade, wholesale, or B2B-adjacent ordering • 2+ years of proven people leadership experience coaching, developing, and leading a team of direct reports or equivalent • Experience building, scaling, or restructuring a team, including defining roles, staffing plans, or training programs • Practical experience using modern CX technology such as Zendesk or Salesforce Service Cloud • Basic functional understanding of fulfillment operations • Strong analytical and communication skills • Experience with post-purchase sales, upsell, or attachment programs is a bonus • Genuine curiosity about AI-assisted tools and eagerness to adopt them • Currently authorized to work in the United States on a full-time basis • No sponsorship offered

🏖️ Benefits

• generous PTO • volunteer days off • health benefits (Medical, Dental, Vision, Disability) • 401(k) with company match • paid parental leave • free design services • furniture discounts • merchandise/anniversary credits