Customer Experience Manager/Senior Team Lead, Whatnot

• People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it
• Minimum of 8 years of overall experience, ideally 3+ years leading managers
• Deep operational experience running support teams at scale, ideally across international markets
• Proven track record of proactively driving productivity improvements through process design, playbooks, tooling, or automation
• Hands-on experience with complex investigations (e.g: issues with payments, shipping, orders, user accounts,... ) and making timely operational tradeoffs
• Strong analytical skills, with experience leveraging SQL and dashboards to analyze large datasets and rapidly translate insights into action
• Proven success managing and optimizing case management tools such as Zendesk
• Strong business acumen and ability to communicate the impact of key decisions, including when acting with imperfect information

Desirable

• The Manager/Senior Team Lead, CX (International) plays a key role in leading and scaling our international CX operations, ensuring our agent teams are deployed in ways that most effectively build trust and deliver great user experiences
• This role oversees a team of Team Leads and CX agents, driving operational excellence and ensuring a best-in-class experience for our users. This role is accountable for ensuring agent time, expertise, and judgment are applied where they create the greatest impact for our users
• You’ll partner cross-functionally to improve processes and tooling, with a focus on enabling agents to build trust efficiently and consistently at scale, step into complex investigations, and make decisions to deliver a best-in-class experience. This is a critical, high-impact hire as we scale globally
• Direct and mentor a team of Team Leads, fostering a collaborative environment to drive a world-class user experience
• Deep-dive into complicated cases and situations to provide guidance to CX team members
• Lead team performance to drive results in productivity, quality, and user experience
• Create new and use existing reporting to identify areas to improve performance metrics and build a culture of insights generation to improve product, process, experience and overall business by reviewing support metrics regularly
• Partner with Training and Strategy and Operations to reinforce compliance with new launches, processes, and policies
• Maintain functional knowledge of, and act as a subject matter expert of policies, processes, and projects related to day-to-day operations
• Other ad-hoc projects as the business requires