Customer Experience Team Lead

🚀 Join the Future of Commerce with Whatnot! Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops. As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact. We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce. 💻 Role The Customer Experience team is responsible for driving the best possible user experience through process improvement, order management, and problem-solving. As a leader of this team, you will be responsible for ensuring that our team of agents dig into every ticket to the lowest level of detail so they can best solve customer issues and provide critical user insights to the business. You’ll take those insights and make Whatnot 1% better every day by partnering with driving cross-functional teams to fix gaps in our product or experience that negatively impact our customers. You will also be responsible for driving team productivity through performance metrics while delivering a quality experience, ensuring our users are getting a quick, and quality experience. 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 We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Phoenix, AZ hub. 👋 You People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it. A hungry individual looking to continue their career in a fast-paced, rapidly changing environment. Someone willing to take on any role or task, learn new skills, and be a part of building a great company. A customer service mentality with passion to reach the best possible outcome. Here’s what we’re hoping to see in your background: 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 🎁 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 All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!). 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. 💛 EOE Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of 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 better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.