Customer Experience Team Lead (Weekend), International

Whatnot is seeking a Customer Experience Team Lead to manage a team of agents and drive the best possible user experience. This role involves leading team performance, managing agents, and handling escalations. The Team Lead will also identify areas for improvement, build a culture of insights generation, and partner with cross-functional teams.

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 processes, product, and projects related to day-to-day operations.
• Handle escalations from the team.
• 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:

• Experience as a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance.
• Experience driving operational excellence, quality improvements, and performance-managed multiple agents.
• An analytical and data-driven approach, with experience distilling large data sets to actionable insights.
• Knowledge of Zendesk, data platforms such as Sigma, familiar with excel/google Sheets.
• Experience in startups, marketplaces, or e-commerce preferred.
• Experience working within multichannel support operations (chat, email, sms).
• Familiarity with working with large, diverse customer support, and operations organizations preferred.
• Flexibility to work weekends.
• Fluent English (with the ability to work in an additional European language being an advantage).

What Whatnot Offers:

• Flexible 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; Pension plan
• Monthly allowance to dogfood the app
• Parental Leave