Customer Experience Team Lead (Weekend), International

Whatnot
Dublin
Workplace: RemoteFull timeEUR 50,000 - 70,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Leadership","Coaching","Data-driven decision-making","Problem-solving","Ownership"]

Lead a remote Customer Experience team of agents handling customer tickets end-to-end, including escalations and maintaining high-quality outcomes. Drive operational excellence through performance metrics, reporting, and continuous improvements using Zendesk and Sigma data. Partner cross-functionally to identify gaps impacting user experience, reinforce compliance with launches and policies, and build an insights-driven culture to improve product, process, and overall business.

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Whatnot
Whatnot
6 days ago

Customer Experience Team Lead (Weekend), International

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead a remote Customer Experience team of agents handling customer tickets end-to-end, including escalations and maintaining high-quality outcomes. Drive operational excellence through performance metrics, reporting, and continuous improvements using Zendesk and Sigma data. Partner cross-functionally to identify gaps impacting user experience, reinforce compliance with launches and policies, and build an insights-driven culture to improve product, process, and overall business.
Location: Dublin
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead performance, productivity, and quality outcomes for a team of customer experience agents
  • •Manage, coach, and encourage agents, including responsibility for team performance and culture
  • •Serve as a subject matter expert on processes, product, and projects tied to day-to-day operations
  • •Investigate tickets to the lowest detail, handle escalations, and drive accountability to policies and guidelines
  • •Review Sigma and Zendesk metrics regularly and create reporting to identify trends and improvement opportunities

Pay and Benefits

Salary: EUR 50,000 - 70,000 annually
Perks:Health InsuranceMedicalDentalVisionRemote WorkHome OfficeCell PhoneInternetWellness StipendChildcarePensionParental Leave

Key Requirements

  • •5+ years of support operations experience managing support KPIs such as CSAT
  • •Experience leading and motivating a support team, setting and achieving targets, and managing performance and career growth
  • •Experience driving operational excellence and quality improvements across multiple agents
  • •Analytical, data-driven approach with experience turning large datasets into actionable insights
  • •Working knowledge of Zendesk and data platforms such as Sigma, plus familiarity with Excel/Google Sheets
Experience:5+ yearsStartupsMarketplacesE-commerce
Skills:LeadershipCoachingData-driven decision-makingProblem-solvingOwnership
Languages:English
Tech Stack:ZendeskSigmaExcelGoogle SheetsZendesk metrics

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