Customer Experience Team Lead - International - Remote

Overview

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote co-located team, we operate out of hubs within the US, UK, Ireland, Poland, and Germany today.

In Short

• 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
• Handle escalations from the team
• 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
• 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

Requirements

• 5+ years of support operations experience managing support KPIs such as CSAT
• Experience as a leader with a strong desire and natural ability to motivate a team
• Experience driving operational excellence and quality improvements
• An analytical and data-driven approach
• Knowledge of Zendesk, data platforms such as Sigma, familiar with excel/google Sheets
• Experience in startups, marketplaces, or e-commerce preferred
• Experience working within multichannel support operations
• Fluent English (additional European language is an advantage)

Benefits

• Flexible Time off Policy
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support
• Care benefits including monthly allowance on food and wellness
• Retirement; Pension plan
• Parental Leave with 16 weeks of paid parental leave