Whatnot

Customer Experience Team Lead

Whatnot

full-time

Posted on:

Origin:  • 🇺🇸 United States • Arizona

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Salary

💰 $90,000 - $100,000 per year

Job Level

Senior

Tech Stack

SpringSQL

About the role

  • 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

Requirements

  • You must be available to work a 9pm-6am PST shift
  • Must be available to work weekends
  • 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 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
  • At the time of hire, will you be located within 50 miles of one of our hubs? (Phoenix, AZ hub implied)