Whatnot is the largest live shopping platform in North America and Europe, and we’re looking for a Customer Experience Team Lead to drive user experience through process improvement, order management, and problem-solving.
Requirements
- 5+ years of support operations experience managing support KPIs such as CSAT
- Leadership experience managing a team, setting targets, and managing career growth and team performance
- Experience driving operational excellence, quality improvements, and performance-managed multiple agents
- Analytical and data-driven skills, with experience distilling large data sets to actionable insights
- Knowledge of Zendesk, data platforms such as Sigma, and familiar with excel/google Sheets (Knowledge of SQL preferred)
- Experience in startups, marketplaces, or e-commerce (preferred)
- Experience working within multichannel support operations (chat, email, sms, phone)
- Familiarity with working with large, diverse customer support, and operations organizations (preferred)
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
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