Customer Experience Team Lead - International
Dublin, Ireland
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.
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 cross-functional teams to fix gaps in our product or experience that negatively impact our customers.
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
* 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 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
Qualifications
As our next Customer Experience Team Lead you should have:
* 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, 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
* 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)
* Fluent English (with the ability to work in an additional European language being an advantage)
Benefits
* Flexible Time off Policy
* Health Insurance options including Medical, Dental, Vision
* Work From Home Support
o Home office setup allowance
o Monthly allowance for cell phone and internet
* Care benefits
o Monthly allowance on both food and wellness
o Annual allowance towards Childcare
o Lifetime benefit for family planning, such as adoption or fertility expenses
* 16 weeks of paid parental leave + one month gradual return to work
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.
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