Team Lead, Marketplace Ordering – Trade
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Job Description
Team Lead scaling Havenly’s home-furnishings ordering and trade CX operations. Coaching teams, improving workflows, and driving post-purchase sales performance.
Responsibilities:
- 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
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