Remote Customer Experience Team Lead

Summary

Join Whatnot, the largest livestream shopping platform in North America and Europe, as a Customer Experience Team Lead. Drive user experience through process improvement, order management, and problem-solving. Lead team performance, manage agents, and maintain functional knowledge of processes and product.

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
• 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)

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
• 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

Benefits

• Flexible Time off Policy
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support
• Care benefits
• Retirement; Pension plan
• Monthly allowance to dogfood the app
• Parental Leave