Customer Experience Team Lead

1 day ago

Phoenix, Arizona, United States Whatnot Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Team Lead to join our team at Whatnot. As a key member of our operations team, you will be responsible for driving the best possible user experience through process improvement, order management, and problem-solving.

Key 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
Requirements
  • 5+ years of support operations experience managing support KPIs such as CSAT
  • 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
  • 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 (preferred)
  • Worked within multichannel support operations (chat, email, sms, phone)
  • Familiarity with working with large, diverse customer support, and operations organizations (preferred)
  • Flexibility to occasionally work shifts, holidays, and outside of standard schedule
What We Offer
  • Competitive salary range: $90,000/year to $100,000/year
  • Benefits package including flexible time off policy, company-wide holidays, health insurance options, work from home support, care benefits, retirement plan, and parental leave
About Whatnot

Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We're building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote-first team, we operate out of hubs within the US, Canada, UK, and Germany today.

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