Global CX Manager — Scale Trust & Experience

Whatnot; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Generous Holiday and Time off Policy

Health Insurance options including Med

Work From Home Support

Home office setup allowance

Monthly allowance for cell phone and 1

Monthly wellness allowance

Childcare allowance

Lifetime family planning benefit

International pension plans

Dogfood budget

Parental Leave

Job summary

Whatnot seeks a Manager/Senior Team Lead, CX (International) to lead and scale our global CX operations. You will mentor Team Leads and CX agents, ensuring efficient operations, strong user experiences, and compliance with new launches and policies.

Build dashboards, improve processes, and drive cross-functional collaboration to deliver outstanding support across markets. The role emphasizes hands-on investigations, analytical decision-making, and a scalable approach to CX at a growing global

Qualifications

• 8+ years of overall experience
• 3+ years leading managers
• Experience running support teams at scale across international markets
• Proven track record improving productivity via processes, playbooks, tooling or automation
• Hands-on with complex investigations and operational tradeoffs
• Strong analytical skills; SQL and dashboards to translate insights into action
• Experience managing case management tools such as Zendesk

Responsibilities

• Direct and mentor a team of Team Leads to drive world-class UX
• Deep-dive into complex cases to guide CX team members
• Lead team performance in productivity, quality, and user experience
• Create and leverage reporting to identify performance improvements
• Build a culture of insights to improve product, process, and experience
• Collaborate with Training and Strategy to reinforce launches and policies
• Maintain knowledge as SME on policies, processes, and projects
• Handle ad-hoc projects as needed

Skills

Leadership

Analytics

SQL

Zendesk

Cross-functional collaboration

Operations management

Decision making

Tools

Zendesk

Jira

Job description

Whatnot seeks a Manager/Senior Team Lead, CX (International) to lead and scale our global CX operations. You will mentor Team Leads and CX agents, ensuring efficient operations, strong user experiences, and compliance with new launches and policies.

Build dashboards, improve processes, and drive cross-functional collaboration to deliver outstanding support across markets. The role emphasizes hands-on investigations, analytical decision-making, and a scalable approach to CX at a growing global