Team Lead, Marketplace Ordering & Trade

About this role

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 This role leads Havenly 's Ordering & Trade CX team day to day, driving performance, coaching, and process improvement across both our core consumer ordering experience and our growing Trade business. As the Trade business scales, this leader will partner with senior leadership to build the team structure, staffing plans, and specialized training the function needs, including equipping the team to spot and act on post-purchase sales opportunities. "Great" looks like a hands-on people leader who blends operational execution with a track record of developing team members and driving measurable business outcomes. What You'll Own Provide day-to-day management of the Ordering & Trade CX team, ensuring they meet performance objectives such as CSAT, response time, and resolution time. Deliver consistent coaching and development to CX Associates, running regular performance check-ins that give constructive feedback and celebrate successes to drive engagement. Monitor and motivate daily team productivity, making tactical adjustments to meet targets, and act as the final point of escalation for complex client and trade partner situations. Support CX Managers in understanding KPI performance, and support the hiring and onboarding process for new CX team members. Monitor, analyze, and report on key team performance indicators and operational metrics, compiling weekly and monthly performance reports and proactively flagging trends and risks to the Director of CX. Champion effective use of CX technology (e.g., ticket routing, knowledge base) and support the development of training programs and reference materials that keep quality consistent across all brands. What You'll Drive Partner with CX and Trade leadership to build and scale the trade-specific team structure as the Trade business grows, defining staffing plans, specialized workflows, and role structures needed to support trade partners at scale. Design and lead onboarding, certification, and ongoing training programs for trade partner support, so the team can confidently navigate trade account structures, bulk/PO-based ordering, and trade-specific policies. Build and deliver training on post-purchase sales opportunities (attachment/upsell, protection plans, reorders, expert design services), then track, coach to, and report on that performance alongside traditional CX metrics. Partner with Sales, Merchandising, and Trade leadership to build feedback loops between post-purchase CX interactions and sales strategy, and develop recommendations on headcount, sub-team specialization, and routing/staffing models as Trade volume grows. Proactively identify and lead process improvements across ordering and trade support workflows, partnering with Senior L

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