Customer Experience Team Lead

Role

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

• 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
• 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

Qualifications

• 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