CX Team Operations Specialist
About The Position
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.
Requirements
- 2+ years of hands-on experience in Customer Experience, Customer Support or a related role (ideally in e-commerce or home goods), including 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, plus hands-on experience with modern CX tools (e.g., Kustomer, Gladly, NetSuite), including macros and knowledge bases.
- Basic understanding of how fulfillment and logistics operations affect the customer experience, strong problem-solving skills, the ability to stay calm and organized in a fast-paced environment, and excellent written and verbal communication.
- Approach ambiguous problems by figuring out what's broken and acting on it, not waiting to be told what's next.
- Move fast, take real ownership of outcomes, and hold themselves to a high bar.
- Collaborate well across teams, with a low-ego, no-drama approach to getting things done.
- Genuinely curious about AI-assisted tools and eager to adopt them.
Nice To Haves
- Experience with monitoring queues or real-time operations in a contact center.
Responsibilities
- 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 observations on agent strengths and gaps with the Team Lead, who owns coaching.
- Support onboarding as a buddy for new team members.
- Coordinate with internal partners, especially Logistics and Order Operations, to resolve day-to-day issues on individual orders and cases.
- Spend 40 to 50% of your time handling customer contacts via email, chat, SMS and phone, delivering clear, timely and empathetic communication focused on first-contact resolution, in each brand's unique voice.
- Identify recurring escalation themes and share them with the Team Lead to inform training and process updates.
- Reinforce established processes and quality standards, and keep team reference materials current in partnership with Systems and Tools.
- Gather frontline feedback on technical, product and marketing program issues and pass it to the Team Lead.
Benefits
- As a contract position, this role is not eligible for Havenly benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
