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Whatnot · 4 months ago

Customer Experience Team Lead

United States

Full-time

Onsite

Mid, Senior Level

$90K/yr - $100K/yr

5+ years exp

Whatnot is the largest live shopping platform in North America and Europe, redefining e-commerce by blending community, shopping, and entertainment. The Customer Experience Team Lead will drive team performance and user experience through process improvement, order management, and problem-solving, while managing a team of agents to ensure high-quality customer service.

CollectiblesE-CommerceInformation TechnologyMarketplaceTrading Platform

Growth Opportunities

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, 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

Qualification

Support operations experienceData analysisTeam leadershipZendesk knowledgePerformance metricsCustomer service mentalityGrowth mindsetProblem-solvingFlexibility

Required

5+ years of support operations experience managing support KPIs such as CSAT

A leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance

Driven operational excellence, quality improvements, and performance-managed multiple agents

Analytical and data-driven, with experience distilling large data sets to actionable insights

An owner, always looking for opportunities to better your work, team, product or customer experience

Comfortable making tough decisions that balance the trade-off between quality and quantity

Knowledge of Zendesk, data platforms such as Sigma, familiar with excel/google Sheets (Knowledge of SQL preferred)

Experience in startups, marketplaces, or e-commerce

Worked within multichannel support operations (chat, email, sms, phone)

Familiarity with working with large, diverse customer support, and operations organizations

Flexibility to occasionally work shifts, holidays, and outside of standard schedule

Preferred

Knowledge of SQL preferred

Experience in startups, marketplaces, or e-commerce

Familiarity with working with large, diverse customer support, and operations organizations

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.