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Customer Experience Team Lead

Whatnot· Customer Experience
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Hybrid (Remote (US))$90k - $100kFull-timePosted 4w ago

About the role

Lead the Customer Experience team to drive high-quality customer service, optimize processes, and deliver insights to improve product and user experience. Focus on team productivity, coaching, and cross-functional collaboration to resolve issues and enhance customer satisfaction.

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 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

Qualifications

  • 5+ years of support operations experience managing support KPIs such as CSAT
  • Leader with ability to motivate a team, set targets, and manage career growth
  • Driven operational excellence, quality improvements, and performance-managed multiple agents
  • Analytical and data-driven with experience distilling large data sets to actionable insights
  • Knowledge of Zendesk, Sigma; proficient with Excel/Google Sheets; SQL preferred
  • Experience in startups, marketplaces, or e-commerce (preferred)
  • Experience in multichannel support operations (chat, email, sms, phone)
  • Familiarity with large, diverse customer support and operations organizations (preferred)
  • Flexibility to occasionally work shifts, holidays, and outside of standard schedule

Skills

Required:CSAT and support KPIsZendeskExcel/Google Sheets
Nice to have:Sigma (Tableau/analytic data platform)SQL

Benefits

  • Generous Holiday and Time off Policy
  • Health Insurance options including Medical, Dental, Vision
  • Work From Home Support
  • Care benefits
  • Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4%) and Pension plans internationally
  • Monthly allowance to dogfood the app
  • Parental Leave
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Whatnot

Whatnot is the largest livestream shopping platform in the U.S.

Whatnot is the largest livestream shopping platform in the U.S., connecting buyers and sellers in real-time across any category – from collectibles like trading cards to comics, fashion, sneakers, and more.

marketplacee-commerce
Company profileWebsite

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