Customer Operations • Lead

Who you are

You have a proven track record in customer experience management, with experience leading teams to drive user satisfaction and operational excellence. Your analytical mindset allows you to dig deep into customer issues, ensuring that every ticket is resolved with the utmost detail and care. You are passionate about improving processes and have a knack for identifying gaps in customer experience that can be addressed through collaboration with cross-functional teams. You thrive in a fast-paced environment and are comfortable working night shifts, leading your team to success while maintaining high standards of service.

Desirable

Experience in e-commerce or live shopping platforms is a plus, as is familiarity with customer support tools and technologies. You understand the importance of community in commerce and are eager to contribute to a culture that values innovation and customer-centric solutions.

What you'll do

As the Customer Experience Team Lead, you will oversee a team of customer support agents, ensuring they are equipped to handle inquiries and resolve issues effectively. You will implement process improvements that enhance the customer journey, making Whatnot a leader in user satisfaction. Your role will involve analyzing customer feedback and insights, using this data to inform product improvements and operational strategies. You will collaborate closely with other departments to address any gaps in the product or experience that negatively impact customers. Your leadership will inspire your team to strive for excellence, fostering a culture of continuous improvement and accountability.

What we offer

Whatnot provides a dynamic work environment where innovation is encouraged, and team members are supported in their professional growth. You will have the opportunity to work with a diverse group of individuals who are passionate about redefining e-commerce. We offer competitive compensation and benefits, along with the chance to be part of a rapidly growing company that is shaping the future of online marketplaces. Join us in creating a community-driven shopping experience that brings people together through commerce.