Customer Experience Team Lead

Join to apply for the Customer Experience Team Lead role at Whatnot
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$90,000.00/yr - $/yr

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re redefining e-commerce by blending community, shopping, and entertainment into one community just for you. As a remote co‑located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Germany, Ireland, and Poland, we’re building the future of online marketplaces together.

From fashion, beauty, electronics to collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone. And we’re just getting started! As one of the fastest growing marketplaces, we’re looking for bold, forward‑thinking problem solvers across all functional areas.

Team members in this role are required to be within commuting distance of our Phoenix, AZ hub.

• 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.

• 5+ years of support operations experience managing support KPIs such as CSAT.
• A leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance.
• Driven operational excellence, quality improvements, and performance‑managed multiple agents.
• Analytical and data‑driven, with experience distilling large data sets to actionable insights.
• Owner mindset, always looking for opportunities to better work, team, product or customer experience.
• 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 (SQL preferred).
• Experience in startups, marketplaces or e‑commerce (preferred).
• Experience in multichannel support operations (chat, email, SMS, phone).
• Familiarity with working within large, diverse customer support and operations organizations (preferred).
• Flexibility to occasionally work shifts, holidays, and outside of standard schedule.

• Generous holiday and time‑off policy.
• Health insurance options including medical, dental, vision.
• Work‑from‑home support with home office setup allowance and monthly allowance for cell phone and internet.
• Care benefits including monthly allowance for wellness and annual allowance toward childcare and lifetime benefits for family planning.
• Retirement: 401(k) offering for traditional and Roth accounts in the US with 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 plus one month gradual return to work; company leave allowances run concurrently with country leave requirements.

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.