← All roles

Customer Experience Team Lead (Weekend), International

Whatnot· Customer Experience
Apply on company site
Hybrid (Dublin)€50k - €70kFull-timePosted 4w ago

About the role

Lead and motivate a remote, weekend-based Customer Experience team supporting international operations. Drive productivity, quality, and customer experience by analyzing data, coaching agents, managing escalations, and collaborating cross-functionally to identify and close gaps in product and processes.

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
  • Handling escalations from the team
  • 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

  • Experience as 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
  • An analytical and data-driven approach, with experience distilling large data sets to actionable insights
  • You are 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
  • Experience in startups, marketplaces, or e-commerce preferred
  • Experience working within multichannel support operations (chat, email, sms)
  • Familiarity with working with large, diverse customer support, and operations organizations preferred
  • Flexibility to work weekends
  • Fluent English (additional European language a plus)

Skills

Required:Team leadership and coachingOperational excellenceData analysisZendesk/SigmaExcel/Google Sheets

Benefits

  • Generous Holiday and Time off Policy
  • Health Insurance options including Medical, Dental, Vision
  • Work From Home Support
  • Care benefits
  • Pension plans internationally
  • Monthly allowance to dogfood the app
  • Parental Leave
Last updated Oct 21, 2026. Interested? Apply on the company site.
Whatnot logo

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

More open roles at Whatnot