Customer Experience Team Lead, Whatnot
International
€50-70k
+ Equity
Live stream platform & marketplace for collectibles
Open for applications
Live stream platform & marketplace for collectibles
501-1000 employees
Open for applications
€50-70k
+ Equity
501-1000 employees
Company mission
Whatnot missions is to enable anyone to turn their passion into a business and bring people together through commerce.
Role
Who you are
- A hungry individual looking to continue their career in a fast-paced, rapidly changing environment.
- Someone willing to take on any role or task, learn new skills, and be a part of building a great company.
- A customer service mentality with passion to reach the best possible outcome.
- As our next Customer Experience Team Lead you should have (e.g. 5+ years of support operations experience managing support KPIs such as CSAT), plus:
- 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 an owner, always looking for opportunities to better your work, team, product or customer experience
- 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)
- You have familiarity with working with large, diverse customer support, and operations organizations preferred
- You have the flexibility to occasionally work shifts, holidays, and outside of standard schedule
- Fluent English (with the ability to work in an additional European language being an advantage)
What the job involves
- The Customer Experience team is responsible for driving the best possible user experience through process improvement, order management, and problem-solving.
- As a leader of this team, you will be responsible for ensuring that our team of agents dig into every ticket to the lowest level of detail so they can best solve customer issues and provide critical user insights to the business.
- You’ll take those insights and make Whatnot 1% better every day by partnering with driving cross-functional teams to fix gaps in our product or experience that negatively impact our customers.
- You will also be responsible for driving team productivity through performance metrics while delivering a quality experience, ensuring our users are getting a quick, and quality experience
- 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
Our take
The collectible toy market is large, and Whatnot has built a unique social platform that enables sellers to use livestreams to showcase their products and reach more buyers. The company’s focus is on collectible toys, some of which are rare and can cost thousands of dollars, and has also expanded to sports cards.
The idea of Whatnot was led by buyer trends. Instagram's live feature became a popular place for selling toys and trading cards, but of course was not set up to facilitate bidding or handling payments after a sale occurs. Whatnot combines live showcasing with follow-up sale capabilities, thus serving the community in a more novel way than established collectibles market players such as eBay.
The company has grown fast. It was established in 2019 and has already expanded from its original category - Funko Pop figurines - to Pokemon cards, pins, sports cards, and many more. There is still plenty of scope for expanding into new categories, as the company aims to establish itself as the go-to for this large niche, which will be facilitated by the strong levels of funding that Whatnot has raised.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
54% employee growth in 12 months
Company
Employee endorsements
Hard working team
"Everyone here puts in the work. It's refreshing to work on a team where everyone is carrying their weight and lifting each other up. The work ethic..."
Funding (last 2 of 6 rounds)
Jul 2022
$260m
SERIES D
Sep 2021
$150m
SERIES C
Total funding: $484.2m
Company benefits
- Wellness: Health, dental, vision, and life insurance plans. We also cover some of the cost for your dependents as well.
- Compensation: Full-time Whatnauts receive equity, a WFH stipend to support your remote workspace and a monthly stipend to dogfood the app.
- Recharge: Flexible Time Off policy, holiday week off at the end of year, and paid parental leave after 1 year with us.
- Flexibility: Remote-first work culture. We provide a working environment where you're in charge of your time and schedule.
Company values
- Always listen to customers
- Move uncomfortably fast
- Prioritize impact ruthlessly
- Own everything and nothing
- Set crazy goals
- Provide extreme transparency
- Optimize for the upside
- Team over ego
- Figure it out
- Deeply understand why
- Have fun & be nice
Company HQ
Marina del Rey, CA
Articles
Leadership
Grant LaFontaine
(Co-Founder & CEO)Former Product Marketing Manager at Google, Project Manager at Facebook. Also co-founded Kit.
Logan Head
(Co-Founder)Experience in Engineering, including at Maker's Row, Factr, and Flight Club. Former Senior Product Manager at GOAT.
Salary benchmarks
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