Role Description We are seeking a highly motivated and customer-focused Team Lead, Customer Experience to provide day-to-day management for our Customer Experience (CX) team across one or more of our Havenly brands. This role is crucial for ensuring the team meets its performance objectives and delivers a best-in-class customer journey. The ideal candidate will be a hands-on leader, blending operational execution, direct team coaching, and a proactive focus on process improvement. This position supports the day-to-day CX operations, focusing heavily on driving team performance, development, and coaching CX team members. Responsibilities - Team Leadership & Performance - Provide day-to-day management for the CX team, ensuring they are successful in meeting metrics and performance objectives (e.g., CSAT, response time, resolution time). - Provide consistent coaching and development to CX Associates, fostering a culture of accountability and continuous improvement. - Monitor and motivate daily team productivity, implementing immediate, tactical adjustments to daily operations to meet targets. - Conduct regular performance check-ins, delivering constructive feedback and celebrating successes to drive high engagement. - Act as a final point of escalation, handling complex and escalated client situations (including inquiries about returns, tracking, product requests, refunds, and more), while coaching team members through resolution. - Support CX Managers in understanding KPI performance and proactively calling out areas for improvement. - Support the hiring and onboarding process for new CX team members. - Operational Excellence & Process Improvement - Proactively identify opportunities for process improvements leading to efficiencies in workflows across our support teams. - In partnership with Senior Leadership, create and manage new processes and procedures for team efficiency and quality. - Uphold 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. - Collaborate with internal partners, especially our Logistics partners, to inform policy and process improvements and resolve day-to-day operational issues that impact the customer experience. - Gather feedback from the team, particularly around immediate technical issues or marketing program experiences, and communicate this to CX leadership and key partners. - Champion the effective use of CX technology (e.g., ticket routing, knowledge base) within the team to optimize daily workflow and improve team productivity. - Support the development and maintenance of comprehensive training programs and reference materials. - Ensure team adherence to established processes and quality standards across all brands through ongoing training reinforcement. - Data & Reporting - Monitor, analyze, and report on key team performance indicators (KPIs) and operational metrics, proactively highlighting trends and potential risks to the Director of CX. - Support data-informed operational decisions by compiling and presenting weekly and monthly performance reports. Qualifications - 2+ years of professional experience in a Customer Experience, Operations, or related role. - 1+ year of demonstrated success in coaching, training, or leading a team of direct reports or equivalent experience (e.g., Agents). - Practical experience with modern CX technology stacks (e.g., Zendesk, Salesforce Service Cloud) and a commitment to leveraging tools for efficiency. - Basic functional understanding of fulfillment operations and their impact on the customer experience. - Strong analytical and problem-solving skills, with a track record of driving team performance through data-informed coaching. - Excellent written and verbal communication skills, with the ability to clearly articulate feedback and operational needs to both direct reports and senior leadership. Benefits - This is a remote, full-time exempt position headquartered in Denver, CO. - Our total rewards package includes competitive compensation based on experience. - Generous PTO, volunteer days off, health benefits (Medical, Dental, Vision, Disability), company equity, 401K, and Fertility benefits. - Free design services, furniture discounts, and merchandise credits.

• Deliver empathetic, accurate support to members across phone, chat, email, and text channels. • Assist members with policy servicing, billing, and basic coverage inquiries using Branch systems and tools. • Serve as a trusted resource for members by listening actively, offering clear guidance for proper protection and coverage gaps, and setting appropriate expectations. • Follow established processes to resolve issues and escalate when appropriate to protect member experience and underwriting integrity. • Support underwriting accuracy by reviewing applications for completeness and flagging discrepancies. • Maintain clear and complete documentation for all interactions, aligned with quality standards. • Surface recurring issues to your team lead or specialist groups for follow-up

• Respond to client inquiries – handle incoming calls, emails and chat messages in a timely and professional manner. • Provide prompt and accurate responses to client inquiries regarding products, services and technical support. • Provide product information and assistance - educate clients on the features, benefits, promotions, and usage of products and services. • Offer guidance and troubleshoot support to assist clients. • Collaborate with cross-functional teams to address clients’ needs and resolve complex issues. • Escalate complex or unresolved issues to the appropriate person or Manager. • Identify areas for improvement and share suggestions and feedback with the team.

• Diagnosis, troubleshooting, problem triage or our customers’ open issues • Communicating solutions to our customers • Identifying and escalating potential issues as needed • Proactively communicating and closing the loop with our customers and all stakeholders • Assisting in customer conference calls as necessary • Documenting issues for review • Growing your skills in querying, reviewing, and using data to improve the process and workflow