Customer Experience Team Lead

🕒 il y a 2 mois

🌵 Arizona – Distant

🌵 Arizona – Remote

💵 $90 000 - $100 000 / an

⏰ Temps Plein

🟠 Senior

💝 Support Client

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Whatnot

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2021

🏪 Place de marché

🛍️ eCommerce

💰 €260 000 000 Series D en 2022-07

Marketplace • eCommerce

Whatnot est une place de marché de shopping en direct qui permet aux utilisateurs d'acheter, de vendre et de se connecter autour d'une grande variété de produits grâce à des enchères captivantes et des ventes flash. La plateforme propose une sélection diversifiée de catégories, notamment la mode, les objets de collection, les baskets, et plus encore. Whatnot facilite les interactions en temps réel entre acheteurs et vendeurs, enrichissant l'expérience d'achat en ligne avec des cadeaux lors de spectacles en direct et la création de communauté.

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

🎯 Exigences

• 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

🏖️ Avantages

• 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.