Customer Experience Team Lead
- 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
- 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 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
- 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
- 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
- All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).
- Parental Leave
- 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.
Recommended Jobs
STR MGMT/HOME DEPT LEADER
Job Description Manage the Home Department and maximize all financial operations. Provide exceptional customer service and quality assurance standards, as well as, achieve the sales and profit goa…
Surgical Technologist - Ortho, Main OR
Why Mayo Clinic Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we ar…
Automotive Service Technician
Are you looking for a challenging and rewarding opportunity? Certified Benz & Beemer ("CBB") is a family-owned luxury pre-owned dealership celebrating its 15th year as Arizona's premier luxury pre-own…
Office Engineer
Position Description The Office Engineer (OE) position supports the execution of work in the field with a focus on project administration activities. The OE participates in many of the field activ…
Lessons Learned Manager
Job Description Job Description SierTeK proudly serves our clients by providing expertise in the Program Management, Information Technology, and Administrative Support domains. Founded in 2007 as…
Dental Assistant
Job Description Job Description Job Summary Dentistry at Greenway in Surprise, AZ is seeking a friendly and professional general dental assistant to join their team. They are looking for a…
Accounts Receivable Collections Specialist
Job Description Job Description Crafco, Inc. is seeking an Accounts Receivable Collections Specialist at our corporate headquarters in Chandler, AZ. Full-time Accounts Receivable Collections p…
Facilities Technician 3
Overview MalaceHR is seeking an experienced HVAC Technician to support operations at a leading-edge semiconductor facility. This role involves maintaining and repairing advanced HVAC systems in a …
Dishwasher - Four Corners Taphouse
Job Description Job Description Westside Concepts is opening a new, dynamic and elevated sports bar at Four Corners! Four Corners Taphouse is open and hiring! We are looking for an energetic…
Certified Senior A&P Aircraft Mechanic
Sign-On Bonus: Up to $15,000! An established air ambulance provider is seeking an experienced full time Senior A&P Mechanic to join our team in Sierra Vista, AZ. This role requires a dedicated A&P-lic…