Customer Experience Team Lead

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 a team of agents and partner with cross-functional teams to fix gaps in the product or experience that negatively impact customers. Work remotely from home or one of our global office hubs, including Phoenix, AZ.

Requirements

• 5+ years of support operations experience managing support KPIs such as CSAT
• Leadership experience with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
• Analytical and data-driven with experience distilling large data sets to actionable insights
• Experience in startups, marketplaces, or e-commerce
• Knowledge of Zendesk, data platforms such as Sigma, and Excel/Google Sheets
• Ability to work with large, diverse customer support, and operations organizations

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
• Parental Leave