Manager, Customer Experience (Team Lead) (Night Shift) at Whatnot | Torre
Manager, Customer Experience (Team Lead) (Night Shift)
Whatnot
Whatnot

Manager, Customer Experience (Team Lead) (Night Shift)

Emma highlights
This highlight was written by Emma’s AI. Ask Emma to edit it.
Full-time
Compensation USD2K/year
location_on
Remote (anywhere)
skeleton-gauges
You have opted out of job matches in .
To undo this, go to the 'Skills and Interests' section of your preferences.
Review preferences

Posted about 2 years ago

Responsibilities & more

Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, whether working remotely or from one of our offices. We are building a team that has experience from top tech, retail and payments platforms in the world. We’re innovating in the fast-paced world of live auctions in categories including sports, fashion, video games, and streetwear. 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. 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 - 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
This job opening is closed.
Save time and money You can centralize your candidate pipeline with Torre's AI for free. Exclusively for reputable companies.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)

Thank you

Thank you

check_circle

Payment confirmed

Torre Hunt

Torre Hunt

A member of the Torre team will contact you shortly

In the meantime, continue adding information to your job opening.