About the job
Shape the Future of E-Commerce with Whatnot!
At Whatnot, we are pioneering the largest live shopping platform across North America and Europe, allowing you to buy, sell, and discover the treasures you cherish. We're transforming e-commerce by merging community, shopping, and entertainment into a unique marketplace tailored for you. Our remote and co-located teams are fueled by innovation and deeply rooted in our core values. With operational hubs in the US, UK, Germany, Ireland, and Poland, we are collaboratively building the future of online marketplaces.
From fashion, beauty, and electronics to collectibles such as trading cards, comic books, and even live plants, our live auctions cater to all tastes.
And this is just the beginning! As one of the fastest-growing marketplaces, we are on the lookout for innovative, problem-solving minds across all sectors. Explore our latest Whatnot updates on our news and engineering blogs, and join us in empowering individuals to turn their passions into businesses while fostering community through commerce.
Role Overview
As the Customer Experience Team Lead, you will spearhead efforts to provide an exceptional user experience through continuous process improvements, effective order management, and proactive problem-solving. Your leadership will guide a team of agents in meticulously addressing every support ticket to uncover the root causes of customer issues, providing essential insights to the business. You will leverage these insights to incrementally enhance Whatnot's operations, collaborating with cross-functional teams to address product or experience gaps that hinder our users. Moreover, you will drive team productivity through performance metrics while ensuring a swift and high-quality service experience.
Lead the team's performance to achieve outstanding results in productivity, quality, and customer satisfaction.
Manage, mentor, and inspire a team of agents, fostering a positive and high-performance culture.
Maintain a comprehensive understanding of processes, products, and projects relevant to daily operations.
Ensure adherence to policies and operational guidelines, driving accountability.
Develop and implement innovative solutions to enhance team performance and customer experience.

