Customer Experience Team Lead

🕒 Março 28

🌵 Arizona – Remoto

🌵 Arizona – Remote

💵 $90.000 - $100.000 / ano

⏰ Tempo Integral

🟠 Sênior

💝 Suporte ao Cliente

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Whatnot

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2021

💼 Consultoria

📦 Logística

📣 Marketing

💰 $260.000.000 Series D em 2022-07

Consulting • Logistics • Marketing

Whatnot é um marketplace de compras ao vivo que permite aos usuários comprar, vender e conectar-se através de uma ampla variedade de produtos por meio de leilões interativos e vendas relâmpago. A plataforma oferece uma seleção diversificada de categorias, incluindo moda, colecionáveis, tênis e mais. Whatnot facilita interações em tempo real entre compradores e vendedores, aprimorando a experiência de compras online com sorteios durante os shows ao vivo e construção de comunidade.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• Generous Holiday and Time off Policy • 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 • Parental Leave • 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.