Customer Support Operations Manager

2 weeks ago

Phoenix, Arizona, United States Whatnot Full time
About Whatnot

Whatnot is a pioneering livestream shopping platform and marketplace, supported by leading investors such as Andreessen Horowitz, Y Combinator, and CapitalG. We are at the forefront of transforming ecommerce by merging community, shopping, and entertainment. As a remote-first organization, we operate from various hubs across the US, Canada, UK, and Germany.

We are revolutionizing the dynamic landscape of live auctions across diverse categories, including sports, fashion, video games, and streetwear. Our platform emphasizes thorough seller vetting while fostering a community-oriented environment, creating a welcoming space for buyers and sellers to connect over shared interests.

As we continue to expand, Whatnot has emerged as the fastest-growing marketplace in the US over the past two years, and we are seeking innovative problem solvers across all functional areas.
Role Overview

The Customer Experience team plays a crucial role in enhancing user satisfaction through process optimization, order management, and effective problem resolution. As the leader of this team, you will ensure that our agents meticulously address every customer inquiry, delving into details to resolve issues and provide valuable insights to the business. You will leverage these insights to drive continuous improvement, collaborating with cross-functional teams to address product or experience gaps that may hinder customer satisfaction. Additionally, you will focus on team productivity through performance metrics while ensuring a high-quality user experience.
  • Available for a 12-9pm PST Sunday-Thursday schedule
  • Lead team performance, driving results in productivity, quality, and customer satisfaction
  • Manage, mentor, and cultivate a positive culture within the team of agents
  • Maintain expertise in processes, products, and projects related to daily operations
  • Ensure adherence to policies and guidelines
  • Utilize existing and new reporting tools to identify performance improvement opportunities
  • Foster a culture of insights generation to enhance product, process, and overall business performance by regularly reviewing metrics
  • Proactively identify and report trends
  • Collaborate with training and content teams to ensure compliance with new processes and policies
  • Address and resolve critical issues from partners and other departments
  • Identify opportunities for Whatnot to enhance or develop new processes that improve user experience and business outcomes
  • Engage in other project work as required by the business
Candidate Profile

Whatnot thrives on individuals who exhibit low ego, a growth mindset, and a proactive approach to impactful work. We seek a driven professional eager to advance their career in a fast-paced, evolving environment. A customer-centric mindset and a passion for achieving optimal outcomes are essential. Ideal candidates will possess the following qualifications:
  • 5+ years of experience in support operations, managing key performance indicators such as CSAT
  • A natural leader with a strong desire to motivate teams, set targets, and manage career development
  • Proven track record in driving operational excellence and quality improvements
  • Analytical and data-driven, with experience translating large data sets into actionable insights
  • A proactive owner, consistently seeking opportunities to enhance work, team dynamics, product offerings, or customer experiences
  • Comfortable making challenging decisions that balance quality and efficiency
  • Familiarity with Zendesk, data platforms like Sigma, and proficiency in Excel/Google Sheets (SQL knowledge preferred)
  • Experience in startups, marketplaces, or ecommerce is preferred
  • Background in multichannel support operations (chat, email, SMS, phone)
  • Experience working with large, diverse customer support and operations teams is preferred
  • Willingness to work flexible shifts, including holidays and outside standard hours
Compensation and Benefits

For candidates based in the US, the compensation ranges from $90,000 to $100,000 annually, accompanied by benefits and equity options.

This salary range encompasses various levels applicable to the position, with the final salary determined by factors such as experience, skills, and expertise.
Benefits Include:
  • Flexible Time Off Policy and Company-wide Holidays
  • Health Insurance options, including Medical, Dental, and Vision
  • Work From Home Support
    • $1,000 allowance for home office setup
    • $150 monthly allowance for cell phone and internet
  • Care Benefits
    • $450 monthly food allowance
    • $500 monthly wellness allowance
    • $5,000 annual childcare allowance
    • $20,000 lifetime benefit for family planning expenses
  • Retirement options, including 401k with employer match and international pension plans
  • Parental Leave
    • 16 weeks of paid parental leave, plus a gradual return to work
Equal Opportunity Employer

Whatnot is proud to be an Equal Opportunity Employer, valuing diversity and inclusivity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is enhanced and our company culture is enriched by supporting and respecting the diverse skills and experiences within our workforce.

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