Customer Experience Team Lead

Whatnot • Phoenix, AZ

122d

About The Position

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.

Requirements

• 5+ years of support operations experience managing support KPIs such as CSAT
• 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
• Analytical and data-driven, with experience distilling large data sets to actionable insights
• Ownership mentality, always looking for opportunities to better work, team, product or customer experience
• 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 (Knowledge of SQL preferred)
• Experience in startups, marketplaces, or e-commerce (preferred)
• Worked within multichannel support operations (chat, email, sms, phone)
• Familiarity with working with large, diverse customer support, and operations organizations (preferred)
• Flexibility to occasionally work shifts, holidays, and outside of standard schedule

Nice To Haves

• Experience in startups, marketplaces, or e-commerce
• Familiarity with working with large, diverse customer support, and operations organizations

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
• 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

• 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: 16 weeks of paid parental leave + one month gradual return to work

What This Job Offers

• Job Type: Full-time
• Career Level: Manager