Customer Experience Team Lead: Data-Driven CX Leader

Whatnot; Dublin; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Health Insurance options including Med

Work From Home Support

Pension plans internationally

Parental Leave

Job summary

Whatnot seeks a Customer Experience Team Lead to drive performance, quality, and customer satisfaction across multi‑channel support. You will coach agents, manage escalations, and partner with cross‑functional teams to deliver measurable improvements to product and processes.

You will balance quality with speed, own the customer journey, and leverage Zendesk and Sigma to generate insights. The role requires Weekend availability and fluency in English, with extra European language as a plus.

Qualifications

• 5+ years of support operations experience managing KPIs such as CSAT
• Experience as a leader with target setting and career growth
• Analytical and data-driven with ability to distill large data sets into actionable insights
• Owner mindset, proactive improvement of processes and product
• Comfortable making tough decisions balancing quality and quantity
• Familiarity with large, diverse customer support organizations
• Experience in startups, marketplaces, or e-commerce preferred
• Experience working within multichannel support (chat, email, sms)
• Willingness to work weekends
• Fluent English; additional European language a plus

Responsibilities

• Lead team performance and drive results in productivity, quality, and customer experience
• Manage, coach, encourage, and be responsible for the performance and culture of a team of agents
• Maintain functional knowledge of, and act as a subject matter expert of processes, product, and projects related to day‑to‑day operations
• Handling escalations from the team
• Drive accountability on policies and other guidelines
• Create new and use existing reporting to identify areas to improve performance metrics and productivity
• Build a culture of insights generation to improve product, process, experience and overall business by reviewing Sigma & Zendesk metrics regularly
• Identify and report on trends early and often
• Partner with training and content to reinforce compliance with new launches, processes, and policies
• Address and resolve critical issues from partners and other teams
• Identify and call out areas of opportunity for Whatnot, helping improve or develop new processes to improve the user experience and business by understanding customer needs
• Other ad‑hoc project work as the business requires

Skills

Leadership

Team management

Data-driven

Zendesk

Sigma

Excel/Sheets

Multichannel support

Customer experience

English fluency

Owner mindset

Tools

Zendesk

Sigma

Google Sheets

Excel

Job description

Whatnot seeks a Customer Experience Team Lead to drive performance, quality, and customer satisfaction across multi‑channel support. You will coach agents, manage escalations, and partner with cross‑functional teams to deliver measurable improvements to product and processes.

You will balance quality with speed, own the customer journey, and leverage Zendesk and Sigma to generate insights. The role requires Weekend availability and fluency in English, with extra European language as a plus.