Customer Experience Team Lead (Night Shift)

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

Job summary

Join a forward-thinking company as a Customer Experience Team Lead, where your leadership will drive user satisfaction and operational excellence. This exciting role involves managing a dynamic team, analyzing data to enhance customer interactions, and implementing innovative solutions to improve processes. With a strong focus on community and collaboration, you'll play a key role in shaping the future of e-commerce. If you're passionate about delivering exceptional service and thrive in a fast-paced environment, this opportunity is perfect for you.

Benefits

Flexible Time Off Policy

Health Insurance (Medical, Dental, Vision)

Work From Home Support

Home Office Setup Allowance

Monthly Wellness Allowance

Childcare Allowance

Paid Parental Leave

401k with Employer Match

Equity Options

Company-wide Holidays

Qualifications

• 5+ years of managing support KPIs like CSAT.
• Experience in leading teams and driving operational excellence.
• Ability to analyze data and provide actionable insights.

Responsibilities

• Lead the Customer Experience team to enhance user satisfaction.
• Drive team productivity and manage performance metrics.
• Identify opportunities for process improvements based on user insights.

Skills

Support Operations Management

Team Leadership

Analytical Skills

Customer Service

Data-Driven Decision Making

Education

Bachelor's Degree

Tools

Zendesk

Sigma

Excel

Google Sheets

SQL

Job description

Join the Future of Commerce with Whatnot!

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.

Role

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 driving 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.

• You must be available to work a 9pm-6am PST shift
• Must be available to work weekends
• 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, familiar 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

Compensation

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 (more details below) or equity.

• Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
• 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
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• Monthly allowance to dogfood the app

16 weeks of paid parental leave + one month gradual return to work

• company leave allowances run concurrently with country leave requirements which take precedence.

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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Customer Experience Team Lead • Phoenix, AZ, United States