Customer Experience Team Lead (Weekend), International - Remote

Overview

Join Whatnot, the largest livestream shopping platform in North America and Europe, as a Customer Experience Team Lead. You will drive the best possible user experience while leading a team of agents to improve processes and solve customer issues.

In Short

• Lead team performance and drive results in productivity and customer experience.
• Manage and coach a team of agents.
• Act as a subject matter expert on day-to-day operations.
• Handle escalations and drive accountability on policies.
• Create reports to identify areas for improvement.
• Build a culture of insights generation for product and process improvement.
• Partner with training and content teams for compliance.
• Address critical issues from partners and teams.
• Identify opportunities to improve user experience.
• Work on ad-hoc projects as needed.

Requirements

• 5+ years of support operations experience managing KPIs.
• Strong leadership skills with a focus on team motivation.
• Experience in driving operational excellence and quality improvements.
• Analytical and data-driven approach.
• Knowledge of Zendesk and data platforms like Sigma.
• Experience in startups or e-commerce preferred.
• Familiarity with multichannel support operations.
• Flexibility to work weekends.
• Fluent in English; additional European language is a plus.

Benefits

• Flexible time off policy and holiday pay.
• Health insurance options including medical, dental, and vision.
• Work from home support with allowances for setup and connectivity.
• Monthly wellness and childcare allowances.
• Pension plans internationally.
• Paid parental leave and gradual return to work.