Customer Experience Team Lead

🕒 March 28

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $90k - $100k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Whatnot

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

🏪 Marketplace

🛍️ eCommerce

💰 $260M Series D on 2022-07

Marketplace • eCommerce

Whatnot is a dynamic online marketplace platform that facilitates live shopping experiences. Users can buy, sell, and discover products they love, engaging in a community-driven environment through live shows. Whatnot ensures a secure shopping experience by vetting sellers and offering protection for unsatisfactory purchases. The company values privacy, providing consent management tools for their users to control cookie usage and personal data processing.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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.