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

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

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Full-time
Compensation USD2K/year
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Remote (anywhere)
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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
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