Customer Experience Team Lead

Whatnot; Phoenix (AZ); Remote; USD 90,000 - 100,000; Full time

Job summary

An innovative company is seeking a Customer Experience Team Leader to enhance user satisfaction through effective support operations. In this dynamic role, you'll lead a dedicated team, driving performance and quality while leveraging data insights to improve processes. The ideal candidate will have a strong background in support operations, demonstrated leadership abilities, and a passion for customer service. Join a rapidly growing marketplace where your contributions will help shape the future of e-commerce and create a community-driven shopping experience. If you thrive in fast-paced environments and are eager to make a difference, this opportunity is perfect for you!

Benefits

Health Insurance

401k with Employer Match

Paid Parental Leave

Home Office Setup Allowance

Monthly Cellphone and Internet Allowance

Qualifications

• 5+ years in support operations with a focus on KPIs like CSAT.
• Strong leadership skills with a focus on team motivation and performance.
• Analytical mindset with experience in data-driven decision making.

Responsibilities

• Lead team performance, ensuring productivity and quality in customer experience.
• Drive accountability and create reports to improve performance metrics.
• Identify opportunities to enhance user experience by analyzing customer insights.

Skills

Support Operations Management

Data Analysis

Team Leadership

Customer Service

Performance Metrics Management

Education

Bachelor's Degree

Tools

Zendesk

Excel

Google Sheets

Sigma

SQL

Job description

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Ireland, Poland, and Germany, we’re building the future of online marketplaces—together.

From fashion, beauty, and electronics to rare collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone.

And we’re just getting started! As one of the fastest growing marketplaces, we’re looking for bold, forward-thinking problem solvers across all functional areas. 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.

The Customer Experience team is responsible for driving the best possible user experience through process improvement, order management, and problem-solving. As a leader of this team, you will be responsible for ensuring that our team of agents dig into every ticket to the lowest level of detail so they can best solve customer issues and provide critical user insights to the business. You’ll take those insights and make Whatnot 1% better every day by partnering with cross-functional teams to fix gaps in our product or experience that negatively impact our customers. You will also be responsible for driving team productivity through performance metrics while delivering a quality experience, ensuring our users are getting a quick and quality experience.

• Lead team performance and drive results in team 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.
• 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.

Team members in this role are required to be within commuting distance of our Phoenix, AZ hub.

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

A hungry individual looking to continue their career in a fast-paced, rapidly changing environment. Someone willing to take on any role or task, learn new skills, and be a part of building a great company. A customer service mentality with passion to reach the best possible outcome. Here’s what we’re hoping to see in your background:

• You have 5+ years of support operations experience managing support KPIs such as CSAT.
• You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance.
• You have driven operational excellence, quality improvements, and performance-managed multiple agents.
• You are analytical and data-driven, with experience distilling large data sets to actionable insights.
• You are an owner, always looking for opportunities to better your work, team, product, or customer experience.
• You are comfortable making tough decisions that balance the trade-off between quality and quantity.
• You have knowledge of Zendesk, data platforms such as Sigma, and familiarity with Excel/Google Sheets (Knowledge of SQL preferred).
• You have experience in startups, marketplaces, or e-commerce (preferred).
• You have worked within multichannel support operations (chat, email, SMS, phone).
• You have familiarity with working with large, diverse customer support and operations organizations (preferred).
• You have the flexibility to occasionally work shifts, holidays, and outside of standard schedule.

For US-based applicants: $90,000/year to $100,000/year + benefits + equity.

The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits or equity.

• Health Insurance options including Medical, Dental, Vision.
• Work From Home Support
  • Home office setup allowance.
  • Monthly allowance for cellphone and internet.
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally.
• Parental Leave
  • 16 weeks of paid parental leave + one month gradual return to work.

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.

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