Trust & Risk 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.
Experience driving operational excellence, quality improvements, and performance-managed multiple agents.
Analytical and data-driven, with experience distilling large data sets to actionable insights.
Strong judgment and 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).

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.
Manage T&S incidents on the platform.
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).
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 evenings, holidays, and outside of standard schedule.