Customer Experience Team Lead, Owned - Denver, United States - Havenly
Description
At Havenly, we believe that everyone deserves a beautiful home they love. Founded in 2014, we've grown into the #1 interior design service in the country.
We're reinventing the way that people design and shop for their homes, making custom furniture and interior design delightful and accessible for all.
Although we're headquartered in Denver, we offer both online and in-person services, operating design studios on both coasts and throughout the US.
Alongside our award winning design services, we proudly own and operate some of the best home furnishings brands in the business including Interior Define, The Inside, and The Citizenry.
Customer delight is our top priority and we're looking for a driven, articulate, problem solver to help lead our dynamic Customer Experience team.
This role is for a Team Lead on the Customer Experience team focused on supporting our family of owned brands.
You will lead a team of agents, both onshore and offshore, who provide client order support.You will be responsible for handling escalated issues, reporting on team performance, scheduling, training and developing team members, and ensuring smooth roll-outs 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, efficient operations and have a love for growing and mentoring teams, then this could be the role for youWhat 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 support teams
Create and manage new processes and procedures for team efficiency and quality
Take partners with our Logistics partners to inform policy and process improvements
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
2+ years experience directly managing a customer support team that spans multiple channels - preferably in a virtual/ecommerce environment. Offshore support team management experience is an added bonus.
Proven experience of knowing what it takes to provide consistently first-class customer service to customers, remaining calm and measured even when dealing with the most demanding of individuals
Experience owning, monitoring and reporting on key CX performance metrics
Comfortability working across multiple CRM and ecommerce platforms
Ability to create operational processes and train a team to operate against new policies and procedures
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 sameAn 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.
Targeted compensation range for this role: $50-55K/year, dependent upon experience.
Our total rewards package includes competitive compensation, generous PTO, volunteer days off, health benefits (Medical, Dental, Vision, Disability), 401K, paid Parental leave, and Fertility benefits.
Havenly is an Equal Opportunity Employer.
Havenly's employment decisions are made without regard with 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.
Applicants must be currently authorized to work in the United States on a full-time basis.As a company, our goal is to make everyone feel good at home. We celebrate our differences and encourage everyone to bring their authentic 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.
With the above stated, we are committed to cultivating a diverse and inclusive team.We are open to candidates of all backgrounds and encourage you to apply if interested, even if you don't meet all of the outlined requirements.
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