Customer Experience Team Lead (Night Shift)

Whatnot; Scottsdale (AZ); On-site; USD 90,000 - 100,000; Full time

Job summary

Whatnot, the largest livestream shopping platform in North America, seeks a team leader for their Customer Experience department. This role focuses on enhancing user satisfaction through process improvement and agent management, ensuring a high-quality support experience. With a competitive salary range and excellent benefits, this position offers the opportunity to drive meaningful change in a growing company.

Benefits

Flexible time off and company holidays

Health options: Medical, Dental, Vision

Work from Home support

Dog food allowance

Parental leave: 16 weeks paid

Qualifications

• 5+ years of support operations experience managing KPIs like CSAT.
• Strong leadership skills to motivate and manage performance.
• Experience in e-commerce or startups preferred.

Responsibilities

• Lead team performance and drive productivity and quality.
• Create reports to identify areas for performance improvement.
• Manage and coach a team of support agents.

Skills

Leadership

Analytic

Customer Service Mindset

Operational Excellence

Tools

Zendesk

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 redefining e-commerce by blending community, shopping, and entertainment into a community just for you. 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 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 to turn passion into business and bring people together through commerce.

Role

The Customer Experience team is responsible for delivering the best possible user experience through process improvement, order management, and problem-solving. As a team leader, you will ensure our agents delve into every ticket to resolve customer issues and provide critical user insights. You will use these insights to make Whatnot 1% better every day by partnering with cross-functional teams to address gaps in our product or experience that impact our customers. Additionally, you will drive team productivity through performance metrics while maintaining a quality experience, ensuring users receive quick, effective support.

• You must be available to work a 9pm-6am PST shift
• Must be available to work weekends
• Lead team performance and drive results in productivity, quality, and customer experience
• Manage, coach, and be responsible for the performance and culture of a team of agents
• Maintain functional knowledge of processes, product, and projects related to daily operations
• Drive accountability on policies and guidelines
• Create and utilize reports to identify performance improvement areas
• Build a culture of insights generation to improve product, process, and overall business by reviewing metrics regularly
• Identify and report trends proactively
• Partner with training and content teams to ensure compliance with new launches, processes, and policies
• Address and resolve critical issues from partners and teams
• Identify opportunities to improve user experience and business processes based on customer needs
• Perform other ad-hoc project work as required

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 are key traits here.

We’re looking for a motivated individual eager to grow in a fast-paced, dynamic environment. Someone willing to take on any role or task, learn new skills, and help build a great company. A customer service mindset with a passion for achieving the best outcome is essential. Here’s what we hope to see in your background:

• 5+ years of support operations experience managing KPIs like CSAT
• Strong leadership skills with the ability to motivate a team, set targets, and manage performance and growth
• Experience driving operational excellence and quality improvements
• Analytical and data-driven with the ability to translate large data sets into insights
• Ownership mentality, always seeking to improve work, team, product, or customer experience
• Comfort with making tough decisions balancing quality and quantity
• Knowledge of Zendesk, Sigma, Excel/Google Sheets; SQL experience preferred
• Experience in startups, marketplaces, or e-commerce (preferred)
• Experience working with multichannel support (chat, email, SMS, phone)
• Familiarity with large, diverse support organizations (preferred)
• Flexibility to work shifts, holidays, and outside standard hours occasionally

Compensation

For US-based applicants: $90,000 to $100,000/year + benefits + equity. Final salary depends on level, experience, skills, and expertise. This range covers base salary only, benefits and equity are additional.

Benefits

• Flexible time off and company holidays, including spring and winter breaks
• Health options: Medical, Dental, Vision
• Work from Home support: home office setup allowance, monthly allowance for phone and internet
• Care benefits: monthly wellness allowance, childcare allowance, family planning support
• Retirement: 401k with employer match up to 4% (US), international pension plans
• Dog food allowance: develop a deep understanding of our product by using Whatnot as a buyer and seller (our fun dogfooding budget!)
• Parental leave: 16 weeks paid parental leave plus a gradual return to work

EOE

Whatnot is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability, or any other protected status. We believe that diversity enriches our work and culture.