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Customer Support Operations Leader

2 months ago

Phoenix, Arizona, United States Whatnot Full time
About Whatnot

Whatnot is a dynamic livestream shopping platform and marketplace, supported by prominent investors such as Andreessen Horowitz, Y Combinator, and CapitalG. We are on a mission to redefine ecommerce by merging community, shopping, and entertainment. As a remote-first organization, we currently operate from various hubs across the US, Canada, UK, and Germany.

We are at the forefront of innovation in the fast-evolving landscape of live auctions, covering categories like sports, fashion, video games, and streetwear. Our platform combines stringent seller vetting with a community-focused approach, creating an inviting environment 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 forward-thinking problem solvers across all functional areas.
Role Overview

The Customer Experience team plays a pivotal 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 thoroughly investigate every customer inquiry to provide the best solutions and deliver valuable insights to the business. You will leverage these insights to drive continuous improvement at Whatnot by collaborating with cross-functional teams to address product or experience gaps that affect our customers negatively. Additionally, you will oversee team productivity through performance metrics while ensuring a high-quality experience for our users.
  • Availability for a 12-9pm PST schedule from Sunday to Thursday
  • Lead team performance and enhance productivity, quality, and customer satisfaction
  • Manage, mentor, and inspire a team of agents, fostering a positive culture
  • Maintain in-depth knowledge of 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 initiatives
  • Address and resolve critical issues from partners and other departments
  • Identify opportunities for Whatnot to enhance processes and improve user experience by understanding customer needs
  • Participate in other project work as required by the business
Candidate Profile

At Whatnot, we value individuals who exhibit low ego, a growth mindset, and a proactive approach to high-impact work.

We are looking for a motivated individual eager to advance their career in a fast-paced, ever-evolving environment. A candidate with a customer-centric mindset who is passionate about achieving optimal outcomes is ideal. Here’s what we expect from your background:
  • 5+ years of experience in support operations, managing key performance indicators such as CSAT
  • A natural leader with a strong desire to motivate a team, set and achieve goals, and manage team performance
  • Experience in driving operational excellence and quality improvements while managing multiple agents
  • Analytical and data-driven, with the ability to translate large data sets into actionable insights
  • A proactive owner, always seeking opportunities to enhance work, team dynamics, product, or customer experience
  • Comfortable making difficult 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 e-commerce (preferred)
  • Experience in multichannel support operations (chat, email, SMS, phone)
  • Familiarity with large, diverse customer support and operations organizations (preferred)
  • Flexibility to work shifts, holidays, and outside standard hours as needed
Compensation and Benefits

For US-based applicants: $90,000/year to $100,000/year + benefits + equity.

The salary range may encompass various levels applicable to the position. The final salary will depend on several factors, including level, relevant prior experience, skills, and expertise. This range refers solely to base salary, excluding benefits or equity.
Benefits Include:
  • Flexible Time Off Policy and Company-wide Holidays (including spring and winter breaks)
  • Health Insurance options including Medical, Dental, Vision
  • Work From Home Support
    • $1,000 home office setup allowance
    • $150 monthly allowance for cell phone and internet
  • Care benefits
    • $450 monthly allowance for food
    • $500 monthly allowance for wellness
    • $5,000 annual allowance towards Childcare
    • $20,000 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
  • Parental Leave
    • 16 weeks of paid parental leave + one month gradual return to work
Equal Opportunity Employer

Whatnot is proud to be an Equal Opportunity Employer. We value diversity and 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 when we encourage, support, and respect the diverse skills and experiences represented within our workforce.