Whatnot
Customer Experience Team Lead (Night Shift)
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This range is provided by Whatnot. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $90,000.00/yr - $100,000.00/yr
Role
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 ensure that our 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 help make Whatnot a little better every day by partnering with cross‑functional teams to fix gaps in our product or experience that negatively impact our customers. You will also drive team productivity through performance metrics while delivering a quality experience, ensuring our users get a quick, high‑quality experience.
Key Responsibilities
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
Team members in this role are required to be within commuting distance of our Phoenix, AZ hub.
About You Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.
Skills & Experience
5+ years of support operations experience managing support KPIs such as CSAT
Leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
Driven operational excellence, quality improvements, and performance‑managed multiple agents
Analytical and data‑driven, with experience distilling large data sets to actionable insights
Owner, always looking for opportunities to better your work, team, product or customer experience
Comfortable making tough decisions that balance the trade‑off between quality and quantity
Knowledge of Zendesk, data platforms such as Sigma, familiarity with Excel/Google Sheets (knowledge of SQL preferred)
Experience in startups, marketplaces, or e‑commerce (preferred)
Worked within multichannel support operations (chat, email, sms, phone)
Familiarity with working with large, diverse customer support, and operations organizations (preferred)
Flexibility to occasionally work shifts, holidays, and outside of standard schedule
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
All Whatnauts are expected to develop a deep understanding of our product. We’re passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).
Parental Leave
16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.
EEO Statement 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. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.
Compensation Range: $90K - $100K
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This range is provided by Whatnot. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $90,000.00/yr - $100,000.00/yr
Role
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 ensure that our 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 help make Whatnot a little better every day by partnering with cross‑functional teams to fix gaps in our product or experience that negatively impact our customers. You will also drive team productivity through performance metrics while delivering a quality experience, ensuring our users get a quick, high‑quality experience.
Key Responsibilities
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
Team members in this role are required to be within commuting distance of our Phoenix, AZ hub.
About You Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.
Skills & Experience
5+ years of support operations experience managing support KPIs such as CSAT
Leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
Driven operational excellence, quality improvements, and performance‑managed multiple agents
Analytical and data‑driven, with experience distilling large data sets to actionable insights
Owner, always looking for opportunities to better your work, team, product or customer experience
Comfortable making tough decisions that balance the trade‑off between quality and quantity
Knowledge of Zendesk, data platforms such as Sigma, familiarity with Excel/Google Sheets (knowledge of SQL preferred)
Experience in startups, marketplaces, or e‑commerce (preferred)
Worked within multichannel support operations (chat, email, sms, phone)
Familiarity with working with large, diverse customer support, and operations organizations (preferred)
Flexibility to occasionally work shifts, holidays, and outside of standard schedule
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
All Whatnauts are expected to develop a deep understanding of our product. We’re passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).
Parental Leave
16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.
EEO Statement 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. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.
Compensation Range: $90K - $100K
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