Whatnot · 2 weeks ago
Customer Experience Team Lead (Night Shift)
Phoenix, AZ
Full-time
Hybrid
Senior Level
$90K/yr - $100K/yr
5+ years expWhatnot is the largest live shopping platform in North America and Europe, redefining e-commerce through community and entertainment. The Customer Experience Team Lead will manage a team of agents, ensuring high-quality customer support and driving improvements in user experience through data analysis and process enhancements.
CollectiblesE-CommerceInformation TechnologyMarketplaceTrading Platform
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
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
Qualification
Required
You must be available to work a 9pm-6am PST shift
Must be available to work weekends
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
A hungry individual looking to continue their career in a fast-paced, rapidly changing environment
Someone willing to take on any role or task, learn new skills, and be a part of building a great company
A customer service mentality with passion to reach the best possible outcome
You have 5+ years of support operations experience managing support KPIs such as CSAT
You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
You have driven operational excellence, quality improvements, and performance-managed multiple agents
You are analytical and data-driven, with experience distilling large data sets to actionable insights
You are an owner, always looking for opportunities to better your work, team, product or customer experience
You are comfortable making tough decisions that balance the trade-off between quality and quantity
You have knowledge of Zendesk, data platforms such as Sigma, familiar with excel/google Sheets (Knowledge of SQL preferred)
You have experience in startups, marketplaces, or e-commerce (preferred)
You have worked within multichannel support operations (chat, email, sms, phone)
You have familiarity with working with large, diverse customer support, and operations organizations (preferred)
You have the flexibility to occasionally work shifts, holidays, and outside of standard schedule
Preferred
You have experience in startups, marketplaces, or e-commerce
You have familiarity with working with large, diverse customer support, and operations organizations
Benefits
Generous Holiday and Time off Policy
Health Insurance options including Medical, Dental, Vision
Work From Home Support
Home office setup allowance
Monthly allowance for cell phone and internet
Care benefits
Monthly allowance for wellness
Annual allowance towards Childcare
Lifetime benefit for family planning, such as adoption or fertility expenses
Retirement; 401k offering for Traditional and Roth accounts in the US (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 + one month gradual return to work
Company
Whatnot
Whatnot is a livestream shopping platform for buying and selling products.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$974.7MKey Investors
CapitalGY Combinator Continuity FundAndreessen Horowitz
2025-10-28Series F· $225M
2025-01-08Series E· $265M
2022-07-21Series D· $260M
Leadership Team
Jeff Chang
Director of Engineering, Head of Growth
Recent News
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2026-01-09
Global Cosmetics News
2025-12-31
2025-12-26
Company data provided by crunchbase