Customer Experience Team Lead - International

5 Months ago • 5 Years + • Operations • $50,000 PA - $70,000 PA

Job Summary

Job Description

Lead a team of customer support agents at Whatnot, a fast-growing livestream shopping platform. You'll manage team performance, drive operational excellence, and provide insights to improve the customer experience. Must-have skills include experience in customer support operations, team leadership, and data analysis.
Must have:
  • Support Operations
  • Team Leadership
  • Data Analysis
  • Customer Experience
Good to have:
  • Zendesk Experience
  • Sigma Knowledge
  • Startup Experience
  • Multichannel Support
Perks:
  • Flexible Time Off
  • Health Insurance

Job Details

🚀 Whatnot

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.

We’re innovating in the fast-paced world of live auctions from fashion, beauty, electronics to collectibles like trading cards, comic books, and even live plants. Whatnot has something for everyone.

And, we’re growing. Whatnot has been one of the fastest growing marketplaces and we’re hiring forward-thinking problem solvers across all functional areas.

💻 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.

  • 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
  • Handling 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 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

👋 You

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

A hungry individual looking to continue their career in a fast-paced, rapidly changing environment. Someone willing to take on any role or task, learn new skills, and be a part of building a great company. A customer service mentality with passion to reach the best possible outcome. As our next Customer Experience Team Lead you should have (e.g. 5+ years of support operations experience managing support KPIs such as CSAT), plus:

  • Experience as a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
  • Experience driving operational excellence, quality improvements, and performance-managed multiple agents.
  • An analytical and data-driven approach, 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
  • 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 (chat, email, sms) 
  • 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
  • Fluent English (with the ability to work in an additional European language being an advantage) 

💰Compensation

€50,000/year to €70,000/year + benefits + equity.

The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills and expertise. This range is only inclusive of base salary, not benefits (more details below) or equity.

🎁 Benefits

  • Flexible 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 on both food and wellness
    • Annual allowance towards Childcare
    • Lifetime benefit for family planning, such as adoption or fertility expenses
  • Retirement; Pension plan
  • 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.

💛 EOE

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.

Similar Jobs

CloudHire - Backend Developer

CloudHire

Maharashtra, India (Remote)
1 Week ago
ByteDance - Creator Operations Intern (Philippines)

ByteDance

Taguig, Metro Manila, Philippines (On-Site)
6 Days ago
Epic Games - Accounting Analyst

Epic Games

Porto Alegre, State Of Rio Grande Do Sul, Brazil (On-Site)
2 Months ago
Tesla - Tooling Technician Plastics / Injection Molding

Tesla

Brandenburg, Germany (On-Site)
1 Month ago
NinjaVan - Internship - Office Management

NinjaVan

Subang Jaya, Selangor, Malaysia (On-Site)
5 Months ago
HP - Junior Customer Operations Specialist with French (Graduate Role)

HP

Bucharest, Bucharest, Romania (On-Site)
2 Months ago
Activate Games - Store Leader (Store Manager)

Activate Games

Regina, Saskatchewan, Canada (On-Site)
2 Weeks ago
Carry1st - Payment Operations Analyst

Carry1st

Nigeria (Remote)
1 Week ago
Tesla - Service Team Lead for Service, Order Preparation, and Remote Diagnostics

Tesla

Baden-Württemberg, Germany (On-Site)
1 Month ago
NVIDIA - Food and Beverage Manager

NVIDIA

Santa Clara, California, United States (On-Site)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Plarium - Real-time VFX Artist

Plarium

Lviv, Lviv Oblast, Ukraine (Remote)
1 Month ago
The Walt Disney Company - Production Department Secretary

The Walt Disney Company

Glendale, California, United States (On-Site)
6 Days ago
Samsung Semiconductor - Principal Engineer, NPU Architect

Samsung Semiconductor

San Jose, California, United States (Hybrid)
2 Months ago
undefined - Accounting Associate

Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia (On-Site)
6 Days ago
ByteDance - Senior Data Scientist

ByteDance

San Jose, California, United States (On-Site)
1 Week ago
Logitech - Cluster Category Manager –  Gaming categories

Logitech

Tokyo, Japan (On-Site)
5 Months ago
Nintendo - Intern - Public Relations

Nintendo

Redmond, Washington, United States (On-Site)
5 Months ago
Eleven Labs - Back-End Engineer

Eleven Labs

Bulgaria (Remote)
1 Week ago
Ubisoft - Financial Analyst Assistant - Internship

Ubisoft

Paris, Île-de-France, France (On-Site)
1 Month ago
Playrix - Strategic Sourcing Manager

Playrix

Ireland (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Dublin, County Dublin, Ireland

Logitech - P2P Accounts Payable Lead

Logitech

Cork, County Cork, Ireland (Hybrid)
3 Months ago
Playrix - Full Stack QA Engineer (Mobile)

Playrix

Ireland (Remote)
2 Months ago
Tesla - Mobile Service Technician / Mobile Automotive Mechanic - Cork

Tesla

Cork, County Cork, Ireland (Remote)
1 Month ago
Playrix - AI Motion Designer

Playrix

Ireland (Remote)
1 Week ago
Playrix - Senior Release Automation Engineer (Gardenscapes)

Playrix

Ireland (Remote)
2 Months ago
Playrix - Level Designer Trainee

Playrix

Ireland (Remote)
1 Week ago
Salesforce - Business Development Representative - German Speaking Markets

Salesforce

Dublin, County Dublin, Ireland (On-Site)
5 Months ago
Riot Games - Senior Software Engineer Frontend - Monetisation, League of Legends

Riot Games

Dublin, County Dublin, Ireland (On-Site)
7 Months ago
Playrix - Lead Location Designer

Playrix

Ireland (Remote)
5 Months ago
Playrix - Senior Data Analyst (Game)

Playrix

Ireland (Remote)
5 Months ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Skillz - Manager - GM's Office

Skillz

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Tesla - Service Advisor

Tesla

North Brabant, Netherlands (On-Site)
1 Month ago
GoMotive - Underwriting Manager, Risk Operations Management

GoMotive

United States (Remote)
2 Weeks ago
Google - Data Center Operations Manager, Server Operations (English, Dutch)

Google

Eemshaven, Groningen, Netherlands (On-Site)
3 Months ago
Tesla - Mobile Service Supervisor

Tesla

Salzburg, Salzburg, Austria (On-Site)
1 Month ago
Tesla - Store Manager

Tesla

Evenes, Nordland, Norway (On-Site)
1 Month ago
SmileGate - CS Management and Planning (Operations Support)

SmileGate

Seongnam-si, Gyeonggi-do, South Korea (On-Site)
2 Months ago
Tesla - Service Advisor

Tesla

Zürich, Zurich, Switzerland (On-Site)
1 Month ago
Bungie - Deployment Operations Manager

Bungie

United States (Hybrid)
3 Months ago
Thumbtack - Program Manager, Trust and Safety (for pooling)

Thumbtack

Philippines (Remote)
3 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Dublin, County Dublin, Ireland (Remote)

San Francisco, California, United States (Remote)

Los Angeles, California, United States (Remote)

San Francisco, California, United States (Remote)

San Francisco, California, United States (Remote)

Los Angeles, California, United States (Remote)

New York, New York, United States (Remote)

County Dublin, Ireland (Remote)

Phoenix, Arizona, United States (On-Site)

London, England, United Kingdom (On-Site)

View All Jobs

Get notified when new jobs are added by Whatnot

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug