CX Team Operations Specialist

Job 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