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