Customer Operations • Lead

Who you are

You have a proven track record in customer experience management, with experience leading teams to deliver exceptional service. You understand the importance of process improvement and are skilled at analyzing customer feedback to drive actionable insights. You thrive in a collaborative environment and are passionate about enhancing user experiences. You possess strong problem-solving skills and can navigate complex customer issues with ease. Your leadership style fosters a culture of accountability and continuous improvement, ensuring your team is motivated and engaged. You are adaptable and can manage multiple priorities in a fast-paced environment, always keeping the customer at the forefront of your decisions.

What you'll do

As the Customer Experience Team Lead, you will oversee a team of customer service agents, ensuring they are equipped to handle inquiries and resolve issues effectively. You will analyze customer interactions to identify trends and areas for improvement, collaborating with cross-functional teams to implement solutions that enhance the overall user experience. You will develop training programs to empower your team, ensuring they have the skills and knowledge to provide top-notch service. You will also be responsible for setting performance metrics and monitoring team performance, providing feedback and coaching to help your team excel. Your role will involve regular communication with stakeholders to report on customer insights and recommend strategies for improvement. You will play a key role in shaping the customer experience strategy, ensuring that Whatnot remains a leader in the live shopping space.

What we offer

At Whatnot, we offer a dynamic work environment where innovation is encouraged. You will have the opportunity to work with a passionate team dedicated to redefining e-commerce. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Our culture values diversity and inclusion, and we believe that a diverse workforce leads to better outcomes for our customers. Join us as we continue to build the future of online marketplaces and make a meaningful impact in the world of commerce.