Whatnot

5 months ago

Customer Experience Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead a remote Customer Experience team responsible for improving user experience through process improvement, order management, and problem-solving. Coach and manage agents, drive performance using KPIs like CSAT, and create reporting to boost productivity and quality. Serve as a subject matter expert, review Zendesk and Sigma metrics to generate insights and identify trends, and partner cross-functionally to fix product or experience gaps affecting customers.

Location: Phoenix

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead team performance across productivity, quality, and customer experience.
•Manage, coach, and be responsible for the performance and culture of a team of agents.
•Act as a subject matter expert for processes, product, and day-to-day operations.
•Drive accountability to policies and guidelines, resolving critical issues from partners and other teams.
•Review Zendesk and Sigma metrics to build reporting, identify trends, and generate insights to improve the product, process, experience, and business.

Pay and Benefits

Salary: USD 90,000 - 100,000 annually

Perks:Health InsuranceDentalVision401kRemote WorkPaid Leave

Key Requirements

•5+ years of support operations experience managing support KPIs such as CSAT.
•Leadership experience motivating teams, setting/achieving targets, and managing team performance and growth.
•Driven operational excellence and quality improvements while performance-managing multiple agents.
•Analytical, data-driven experience distilling large datasets into actionable insights.
•Knowledge of Zendesk and data platforms such as Sigma; Excel/Google Sheets, with SQL preferred.

Experience:5+ yearsSupport operationsStartupsMarketplacesE-commerceMultichannel support

Skills:LeadershipCoachingData-driven decision-makingOwnershipCustomer service

Tech Stack:ZendeskSigmaExcelGoogle SheetsSQL

Company Brief

Whatnot

Whatnot is a live-stream shopping marketplace connecting sellers and collectors for trading cards, toys, and collectibles. The platform hosts live auctions and interactive streams, enabling creators and small businesses to sell directly to engaged communities.

Industry: Online Marketplaces

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: United States

Founded: 2019

Website LinkedIn

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Whatnot

5 months ago

Customer Experience Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Phoenix

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead team performance across productivity, quality, and customer experience.
•Manage, coach, and be responsible for the performance and culture of a team of agents.
•Act as a subject matter expert for processes, product, and day-to-day operations.
•Drive accountability to policies and guidelines, resolving critical issues from partners and other teams.
•Review Zendesk and Sigma metrics to build reporting, identify trends, and generate insights to improve the product, process, experience, and business.

Pay and Benefits

Salary: USD 90,000 - 100,000 annually

Perks:Health InsuranceDentalVision401kRemote WorkPaid Leave

Key Requirements

•5+ years of support operations experience managing support KPIs such as CSAT.
•Leadership experience motivating teams, setting/achieving targets, and managing team performance and growth.
•Driven operational excellence and quality improvements while performance-managing multiple agents.
•Analytical, data-driven experience distilling large datasets into actionable insights.
•Knowledge of Zendesk and data platforms such as Sigma; Excel/Google Sheets, with SQL preferred.

Experience:5+ yearsSupport operationsStartupsMarketplacesE-commerceMultichannel support

Skills:LeadershipCoachingData-driven decision-makingOwnershipCustomer service

Tech Stack:ZendeskSigmaExcelGoogle SheetsSQL

Company Brief

Whatnot

Industry: Online Marketplaces

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: United States

Founded: 2019

Website LinkedIn