Customer Experience Team Lead

5+ years of support operations experience managing support KPIs such as CSAT
A 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
An 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, familiar 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

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

Experience in startups, marketplaces, or e-commerce (preferred)
Familiarity with working with large, diverse customer support, and operations organizations (preferred)