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Customer Experience Team Lead

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Whatnot

25d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration
  • Phoenix
    Remote
  • Quick Apply

AI generated summary

  • You have 5+ years in support ops, strong leadership skills, experience with KPIs, data analysis, and tools like Zendesk. Startup experience and multichannel support are preferred.
  • You will lead a team to enhance productivity and customer experience, manage performance, analyze metrics, drive process improvements, and address critical issues while fostering a positive culture.

Requirements

  • You have 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.

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

FAQs

What is the primary responsibility of the Customer Experience Team Lead at Whatnot?

The primary responsibility is to ensure that the team of agents provides exceptional customer experiences by solving issues in detail and generating user insights to improve processes, productivity, and overall user experience.

What are the working hours for this position?

The working hours are from 12 PM to 9 PM PST, Sunday through Thursday.

What qualifications are needed for this role?

Candidates should have 5+ years of support operations experience, strong leadership abilities, experience with managing support KPIs such as CSAT, data analysis skills, and familiarity with platforms like Zendesk and Sigma.

Is experience in startups preferred for this role?

Yes, experience in startups, marketplaces, or e-commerce is preferred.

What type of culture does Whatnot promote within the Customer Experience team?

Whatnot promotes a culture of accountability, collaboration, and continuous improvement, encouraging team members to generate insights and enhance both product and user experiences.

Are there opportunities for career advancement in this role?

Yes, the role involves managing team performance and fostering career growth, providing opportunities for advancement within the organization.

What benefits are offered to employees at Whatnot?

Whatnot offers benefits including flexible time off, health insurance options, work-from-home support, care benefits, retirement plans, and paid parental leave.

What is the salary range for this position?

The salary range for this position is between $90,000 and $100,000 per year, plus benefits and equity.

Do employees need to be located near a specific hub for this position?

Yes, team members in this role are required to be within commuting distance of the Phoenix, AZ hub.

What tools or platforms should candidates be familiar with for this job?

Candidates should be familiar with Zendesk, Sigma or similar data platforms, and have experience with Excel or Google Sheets. Knowledge of SQL is preferred.

Whatnot

Whatnot: Buy, Sell, Go Live

Technology
Industry
201-500
Employees
2019
Founded Year

Mission & Purpose

Whatnot is the largest livestream shopping platform in the U.S., connecting buyers and sellers in real-time across any category – from collectibles like trading cards to comics, fashion, sneakers, and more. Founded by collectors, the platform couples rigorous seller vetting with unmatched buyer protection to create a trusted and welcoming space for people to share their passions with others. Today, Whatnot’s top sellers earn up to eight figures annually using the platform. Backed by Andreessen Horowitz, YC Continuity, and CapitalG, Whatnot’s valuation is $3.7B.