Customer Experience Team Lead

Whatnot
Phoenix
Workplace: RemoteFull timeUSD 90,000 - 100,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Leadership","Coaching","Data-driven decision-making","Ownership","Customer service"]

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.

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Whatnot
Whatnot
6 months ago

Customer Experience Team Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour 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
WebsiteLinkedIn