Customer Experience Manager, International

Whatnot; Dublin; Remote; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Holiday policy

Health insurance

Home office setup

Internet stipend

Wellness allowance

Childcare allowance

Family planning support

Pension plans

Dogfood budget

Parental leave

Job summary

Whatnot is seeking a seasoned Manager, CX (International) to lead and scale our international support operations. You will mentor Team Leads and CX agents, align processes with product and policy teams, and drive performance across productivity, quality, and user experience.

In this role you will analyze complex cases, design scalable playbooks, and ensure compliant launches. A hands-on leader with strong SQL, Zendesk know-how, and a passion for marketplace customer care will thrive here.

Qualifications

• 8+ years overall experience, ideally 3+ years leading managers.
• Deep operational experience running support teams at scale, ideally across international markets.
• Proven track record of proactively driving productivity improvements through process design, playbooks, tooling, or automation.
• Hands-on experience with complex investigations and making timely operational tradeoffs.
• Strong analytical skills with experience leveraging SQL and dashboards.

Responsibilities

• Lead and mentor a team of Team Leads and CX agents to deliver world-class user experiences.
• Deep-dive into complicated cases and provide guidance to CX team members.
• Lead team performance to drive productivity, quality, and user experience metrics.
• Create and use reporting to identify areas to improve performance metrics.
• Build a culture of insights generation to improve product, process, experience and overall business.
• Partner with Training and Strategy & Operations to reinforce compliance with new launches, processes, and policies.
• Maintain SME knowledge of policies, processes, and projects related to day-to-day operations.
• Handle ad-hoc projects as the business requires.

Job description

Join the Future of Commerce with Whatnot!

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops.

As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact.

We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce.

Role

The Manager, CX (International) plays a key role in leading and scaling our international CX operations, ensuring our agent teams are deployed in ways that most effectively build trust and deliver great user experiences.

This role oversees a team of Team Leads and CX agents, driving operational excellence and ensuring a best-in-class experience for our users. This role is accountable for ensuring agent time, expertise, and judgment are applied where they create the greatest impact for our users.

You’ll partner cross-functionally to improve processes and tooling, with a focus on enabling agents to build trust efficiently and consistently at scale, step into complex investigations, and make decisions to deliver a best-in-class experience. This is a critical, high-impact hire as we scale globally.

• Direct and mentor a team of Team Leads, fostering a collaborative environment to drive a world-class user experience.

• Deep-dive into complicated cases and situations to provide guidance to CX team members.

• Lead team performance to drive results in productivity, quality, and user experience.

• Create new and use existing reporting to identify areas to improve performance metrics and

• Build a culture of insights generation to improve product, process, experience and overall business by reviewing support metrics regularly

• Partner with Training and Strategy and Operations to reinforce compliance with new launches, processes, and policies.

• Maintain functional knowledge of, and act as a subject matter expert of policies, processes, and projects related to day-to-day operations.

• Other ad-hoc projects as the business requires.

You

People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it.

We are looking for:

• Minimum of 8 years of overall experience, ideally 3+ years leading managers.

• Deep operational experience running support teams at scale, ideally across international markets.

• Proven track record of proactively driving productivity improvements through process design, playbooks, tooling, or automation.

• Hands-on experience with complex investigations (e: issues with payments, shipping, orders, user accounts,... ) and making timely operational tradeoffs.

• Strong analytical skills, with experience leveraging SQL and dashboards to analyze large datasets and rapidly translate insights into action.

• Proven success managing and optimizing case management tools such as Zendesk.

• Strong business acumen and ability to communicate the impact of key decisions, including when acting with imperfect information.

Nice to Have

• Experience working on a marketplace or a two-sided platform

• Experience or passion for buying and selling in online marketplaces communities

• Familiarity with support and escalation tools such as Zendesk, or JIRA

• You have experience in startups, marketplaces, or e-commerce (preferred)

Benefits

• Generous Holiday and Time off Policy

• Health Insurance options including Medical, Dental, Vision

• Work From Home Support

  • Home office setup allowance

  • Monthly allowance for cell phone and internet

• Care benefits

  • Monthly allowance for wellness

  • Annual allowance towards Childcare

  • Lifetime benefit for family planning, such as adoption or fertility expenses

• Pension plans internationally

• Monthly allowance to dogfood the app

  • All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).

• Parental Leave

  • 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

EOE

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.