CX Team Operations Specialist

At **Havenly Brands**, we're building this generation's premier destination for all things home. Alongside our award winning Havenly design services, we proudly own and operate some of the best home furnishings brands in the business including Havenly, Interior Define, The Citizenry, Burrow, Inside, and St. Frank. Our family of brands is growing and we're looking for amazing people to join us on this journey! Havenly is not just the \#1 residential interior design service in America \- we're architecting the future of how millions design their homes. With our proprietary 3D visualization technology, our worldwide network of designers empowered with AI tools, and our revolutionary customer\-facing AI design assistant, we're at the inflection point of a massive market transformation. This isn't just another operations role, it's the opportunity to build the category\-defining business at the intersection of AI, design, and commerce. **Our Core Values*** **Exhibit Gumption:** meet every challenge with spirit and energy; believe the impossible is possible. * **Overperform:** work hard, move fast, be scrappy. * **Stay Playful:** no jerks, no whiners; have fun and keep perspective. * **Act Like an Owner:** be accountable, speak up, act in Havenly's best interest. ### **About the Role** As our CX Team Operations Specialist, you'll own the day for one of our brand CX teams: queue health, work rebalancing, daily huddles, the escalations Senior Agents can't resolve, and coverage when the Team Lead, Customer Experience (your manager) is out. This is an operations role, not a people\-management role: no direct reports, coaching, check\-ins, performance management, hiring decisions, staffing plans or team KPI ownership, which all stay with the Team Lead. The person we're looking for is a steady, organized, solutions\-oriented go\-to who keeps queues healthy, makes sound policy\-aligned calls on tough cases, and stays close to customers by handling contacts 40 to 50% of the time. **What You'll Own*** 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 a short end\-of\-day read on queue health and open issues with the Team Lead. * Take the escalations Senior Agents can't resolve and own them through to resolution. * Make sound, policy\-aligned decisions on exceptions using the same refund, credit and exception approval authority as the Team Lead, and know when to escalate further. * Partner with the Team Lead on the most sensitive escalations, bringing clear case summaries and recommended solutions. * Act as the go\-to resource during the day for questions on policies, procedures and systems. * Guide agents through tricky cases in the moment, and share ob