Customer Experience Team Lead - International

at  Whatnot

WHATNOT

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote co-located team, we operate out of hubs within the US, UK, Ireland, Poland, and Germany today.
We’re innovating in the fast-paced world of live auctions from fashion, beauty, electronics to collectibles like trading cards, comic books, and even live plants. Whatnot has something for everyone.
And, we’re growing. Whatnot has been one of the fastest growing marketplaces and we’re hiring forward-thinking problem solvers across all functional areas.

YOU

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

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. As our next Customer Experience Team Lead you should have (e.g. 5+ years of support operations experience managing support KPIs such as CSAT), plus:

• 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.
• 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
• 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)
• 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
• Fluent English (with the ability to work in an additional European language being an advantage)

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
• Handling 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

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. As our next Customer Experience Team Lead you should have (e.g. 5+ years of support operations experience managing support KPIs such as CSAT), plus:

• 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.
• 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
• 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)
• 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
• Fluent English (with the ability to work in an additional European language being an advantage