Customer Experience Team Lead – Weekend

Jobtailor

Dublin

On-site

EUR 70,000 - 110,000

Full time

2 days ago

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Job summary

Jobtailor in Dublin is seeking a Senior Support Operations Lead to manage and scale a multi-channel support team across chat, email, and SMS. You will drive KPIs, coach agents, and own reporting and process improvements in a fast-paced startup environment.

Responsibilities include handling escalations, aligning with cross-functional teams, and ensuring weekend coverage while maintaining high customer satisfaction. Based in Ireland, you will live within commuting distance to the Dublin hub.

Qualifications

5+ years of support operations experience managing support KPIs such as CSAT.
Proven leadership experience motivating a team, setting targets, and guiding career growth.
Proven track record of operational excellence and quality improvements across multiple agents.
Analytical, data-driven approach with experience turning large data into insights.
Ability to make tough decisions balancing quality and quantity.
Zendesk knowledge.
Sigma data platform knowledge.
Experience with Excel/Google Sheets.
Experience in startups, marketplaces, or e-commerce preferred.
Experience working within multichannel support operations (chat, email, SMS).
Familiarity with large, diverse customer support and operations organizations preferred.
Flexibility to work weekends.
Fluent English; ability to work in an additional European language is an advantage.
Must live within commuting distance of the Dublin hub.
Must be able to work Saturday and Sunday 9am–6pm weekly, with two consecutive mid-week days off.
Must be located in or willing to work in the Republic of Ireland; visa sponsorship eligibility is assessed for Ireland.

Responsibilities

Lead team performance and drive results in productivity, quality, and customer experience.
Manage, coach, encourage, and oversee the performance and culture of a team of agents.
Maintain functional knowledge and act as a subject matter expert on processes, products, and projects.
Handle escalations from the team.
Drive accountability for policies and guidelines.
Create and use reporting to identify performance and productivity improvements.
Review Sigma and Zendesk metrics to generate insights improving product, process, experience, and business outcomes.
Identify and report trends early and often.
Partner with training and content teams on compliance with launches, processes, and policies.
Address and resolve critical issues from partners and other teams.
Identify opportunities and improve or develop processes based on customer needs.
Complete ad hoc projects as required.
Ensure agents investigate tickets thoroughly and resolve customer issues.
Partner with cross-functional teams to fix product or experience gaps.
Drive team productivity through performance metrics while maintaining quality customer experiences.
Use Whatnot as both a buyer and seller as part of the role.

Skills

Support KPI Management

Team Leadership

Data Analysis

Multichannel Support

Zendesk Knowledge

Startup Experience

Fluent English

Tools

Zendesk

Sigma

Excel

Google Sheets

Job description

Lead team performance and drive results in productivity, quality, and customer experience
Manage, coach, encourage, and oversee the performance and culture of a team of agents
Maintain functional knowledge and act as a subject matter expert on processes, products, and projects
Handle escalations from the team
Drive accountability for policies and guidelines
Create and use reporting to identify performance and productivity improvements
Review Sigma and Zendesk metrics to generate insights improving product, process, experience, and business outcomes
Identify and report trends early and often
Partner with training and content teams on compliance with launches, processes, and policies
Address and resolve critical issues from partners and other teams
Identify opportunities and improve or develop processes based on customer needs
Complete ad hoc projects as required
Ensure agents investigate tickets thoroughly and resolve customer issues
Partner with cross-functional teams to fix product or experience gaps
Drive team productivity through performance metrics while maintaining quality customer experiences
Use Whatnot as both a buyer and seller as part of the role

Requirements

5+ years of support operations experience managing support KPIs such as CSAT
Experience as a leader with ability to motivate a team, set and achieve targets, and manage career growth and team performance
Experience driving operational excellence, quality improvements, and performance-managing multiple agents
Analytical and data-driven approach, with experience distilling large data sets to actionable insights
Ability to make tough decisions balancing quality and quantity
Knowledge of Zendesk
Knowledge of data platforms such as Sigma
Familiarity with Excel/Google Sheets
Experience in startups, marketplaces, or e-commerce preferred
Experience working within multichannel support operations (chat, email, SMS)
Familiarity with large, diverse customer support and operations organizations preferred
Flexibility to work weekends
Fluent English; ability to work in an additional European language is an advantage
Must live within commuting distance of the Dublin hub
Must be able to work Saturday and Sunday 9am–6pm weekly, with two consecutive mid-week days off
Must be located in or willing to work in the Republic of Ireland; visa sponsorship eligibility is assessed for Ireland

Core Competencies

Demonstrates strong leadership in managing support operations, driving team performance, and achieving operational excellence through data-driven insights. Proficient in utilizing tools like Zendesk and Sigma to enhance customer experience and productivity.

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