Customer Experience Team Lead
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Job Description
Customer Experience Team Lead enhancing user experience and managing support operations at Whatnot's livestream shopping platform. Driving insights and team productivity through performance metrics.
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
Requirements:
- 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.
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 *company leave allowances run concurrently with country leave requirements which take precedence.
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