Customer Experience Team Lead (Night Shift) at WhatNot

Phoenix, Arizona, United States

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$90,000 – $100,000Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, Retail, TechnologyIndustries

Requirements

5+ years of support operations experience managing support KPIs such as CSAT
Strong desire and natural ability to motivate a team, set and achieve targets, manage career growth, and team performance
Experience driving operational excellence, quality improvements, and performance-managing multiple agents
Analytical and data-driven, with experience distilling large data sets to actionable insights
Owner mindset (inferred from "You are an owner, alwa")
Low ego, growth mindset, leaning into action and high impact
Hungry individual looking to continue career in a fast-paced, rapidly changing environment, willing to take on any role or task and learn new skills
Customer service mentality with passion to reach the best possible outcome
Available to work 9pm-6am PST shift, including weekends
Within commuting distance of Phoenix, AZ hub

Responsibilities

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 on 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

Skills

Key technologies and capabilities for this role

Team LeadershipCustomer ExperiencePerformance ManagementProcess ImprovementOrder ManagementProblem SolvingCoachingMetrics AnalysisCross-Functional Collaboration

Questions & Answers

Common questions about this position

What is the salary range for the Customer Experience Team Lead position?

The salary range is $90K - $100K.

Is this Customer Experience Team Lead role remote, and what are the work hours?

The role is part of a remote co-located team with hubs in the US, UK, Germany, Ireland, and Poland. You must be available to work a 9pm-6am PST shift and work weekends.

What skills and responsibilities are required for the Customer Experience Team Lead?

Key responsibilities include leading team performance in productivity, quality, and customer experience; managing and coaching a team of agents; maintaining expertise in processes, product, and operations; and driving insights from Sigma & Zendesk metrics to improve the business.

What is the company culture like at Whatnot?

Whatnot emphasizes innovation, community, and core values, with a focus on bold, forward-thinking problem solvers. The role involves building a positive team culture while driving performance and insights to make Whatnot 1% better every day.

What makes a strong candidate for the Customer Experience Team Lead role?

Strong candidates excel at team leadership, coaching agents, driving performance metrics, generating insights from tools like Sigma and Zendesk, and partnering cross-functionally to improve processes and user experience.

WhatNot

Online marketplace for authentic collectibles

About WhatNot

Whatnot.com operates as an online marketplace dedicated to collectibles, particularly focusing on items like Funkos and FiGPiNs. The platform ensures that every collectible listed is 100% authentic through a rigorous verification process that includes hand authentication, providing trust and security for both buyers and sellers. It caters to collectors and enthusiasts who seek a reliable space to buy and sell rare and exclusive items from popular franchises such as Marvel Comics and Star Wars. Whatnot.com distinguishes itself from competitors by charging low fees on sales and offering seller protection, which guarantees prompt and secure payments. The company's goal is to create a trusted environment for the growing community of collectible enthusiasts, facilitating safe and easy transactions for unique items.

Marina del Rey, CaliforniaHeadquarters

2019Year Founded

$728.7MTotal Funding

SERIES_ECompany Stage

Consumer Software, Consumer GoodsIndustries

501-1,000Employees

Benefits

Competitive base salary and stock options

Unlimited Vacation Policy and No Meeting Holidays

Health Insurance options including Medical, Dental, Vision, Life, Short term disability & Long term Disability

Work From Home Support

Up to $500 monthly to spend within Whatnot App

Care benefits

Risks

Increased competition from TikTok Shop may impact Whatnot's market share.

The collectibles market's volatility could affect Whatnot's sales and inventory.

Expansion into new categories may dilute Whatnot's specialized brand identity.

Differentiation

Whatnot offers a unique marketplace for 100% authenticated collectible items.

The platform integrates live shopping with entertainment, enhancing user engagement.

Whatnot's partnerships with major franchises like Marvel boost its market appeal.

Upsides

Whatnot's $265M funding round supports expansion and new product categories.

The platform's collaboration with PSA enhances trust through integrated authentication services.

Rising interest in live shopping among younger demographics drives Whatnot's growth.

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