CX Team Lead: Data-Driven Customer Experience Leader

Whatnot; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Generous Holiday and Time off Policy

Health Insurance options (Medical, DHA

Work From Home Support

Care benefits

401k with employer match (US)

Monthly dogfood allowance

Parental Leave

Job summary

Whatnot is seeking a Customer Experience leader to guide a high‑performing team focused on rapid problem‑solving and process improvements across channels. You’ll translate customer insights into product and process improvements while maintaining a strong culture of accountability.

You will drive metrics, coach agents, and partner with product, training, and ops to ensure fast, high‑quality resolutions and scalable experiences for a growing marketplace.

Qualifications

• 5+ years of support operations experience managing support KPIs such as CSAT.
• Leader with ability to motivate a team, set targets, and manage growth.
• Driven operational excellence with multiple agents.
• Analytical and data-driven with large data set insight.

Responsibilities

• 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 processes, product, and projects related to day-to-day operations
• Drive accountability on policies and 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

Skills

Leadership

KPI management

Data-driven

Customer experience

Multi-channel support

Ownership

Decision making

Analytical thinking

Startup/Marketplace experience

Tools

Zendesk

Sigma

Excel

Google Sheets

SQL

Job description

Whatnot is seeking a Customer Experience leader to guide a high‑performing team focused on rapid problem‑solving and process improvements across channels. You’ll translate customer insights into product and process improvements while maintaining a strong culture of accountability.

You will drive metrics, coach agents, and partner with product, training, and ops to ensure fast, high‑quality resolutions and scalable experiences for a growing marketplace.