Customer Experience Team Lead, Whatnot
Weekend, International
€50-70k
+ Equity
More information about location
Live stream platform & marketplace
Job no longer available
Live stream platform & marketplace
1001+ employees
Job no longer available
€50-70k
+ Equity
More information about location
1001+ employees
Company mission
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)
- 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 work weekends
- 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
Live shopping is changing the way people engage with eCommerce and Whatnot is one of the key platforms driving this shift. The company operates across the US, UK, and Europe, where millions of people connect each day to buy, sell, and build communities around shared interests.
Founded in 2019, Whatnot allows real-time auctions where buyers can watch sellers showcase products and share their expertise, creating a more interactive and personal shopper experience. Sellers include individual creators and small businesses who use live shows to reach audiences and grow their online presence.
As of 2025, the company reports over $6B in sales, with sellers earning significantly more on average than other major marketplaces. And with a range of investor support, Whatnot is committed to developing new ways to make online shopping more social and community-driven.
Steph
Company Specialist at Welcome to the Jungle
Meet the team
Jon Malkemus, VP Product Design
Insights
54% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2025
$225m
SERIES F
Jan 2025
$265m
SERIES E
Total funding: $974.2m
Company benefits
- Wellness: Health, dental, vision, and life insurance plans. We also cover some of the cost for your dependents as well.
- Compensation: Generous compensation, including a competitive base salary and equity. Whatnot offers monthly reimbursement for internet and phone costs, along with a one-time home office set-up allowance. Whatnot offers a pension plan and matches employee contributions of up to 4% of the employee’s base salary.
- Recharge: Whatnot gives you the freedom to take time off as you see fit. And, we take company-wide Winter and Summer breaks so we can recharge. Whatnot provides a monthly allowance for wellness expenses. We know that to take care of our customers, we have to take care of ourselves. Supplemental health and life insurance coverage comes standard at Whatnot. 16 weeks of paid parental leave, and an additional one-month gradual return-to-work period.* Plus an additional childcare allowance, and a lifetime allowance for family planning, including adoption and fertility expenses. *The leave allowances provided by Whatnot may be dictated / informed by your country’s legal requirements,
- Flexibility: As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Germany, Ireland, and Poland, we’re building the future of online marketplaces –together.
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 kind
Company HQ
Venice, Los Angeles, 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 & CTO)Experience in Engineering, including at Maker's Row, Factr, and Flight Club. Former Senior Product Manager at GOAT.
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