Customer Experience Team Lead

New

WhatnotE-commerce marketplace

Team members in this role must live within commuting distance of our Phoenix, AZ hub.Full-TimeLead

Salary$90K - $100K; $90K – $100K • Offers Equity

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Job Details

Have 5+ years of support operations experience managing support KPIs such as CSAT.
Have experience motivating a team, setting and achieving targets, and managing career growth and team performance.
Have driven operational excellence and quality improvements, and performance-managed multiple agents.
Be analytical and data-driven, with experience turning large data sets into actionable insights.
Have knowledge of Zendesk and data platforms such as Sigma.
Be familiar with Excel or Google Sheets; SQL knowledge is preferred.
Have experience working in multichannel support operations, including chat, email, SMS, or phone.
Be flexible to occasionally work shifts, holidays, and outside the standard schedule.
Experience in startups, marketplaces, or e-commerce is preferred.
Familiarity with large, diverse customer support and operations organizations is preferred.

Lead team performance and drive results in productivity, quality, and customer experience.
Manage and coach agents, and support their career growth and team performance.
Maintain subject matter expertise in processes, products, projects, and day-to-day operations.
Drive accountability for policies and guidelines.
Create and use reporting to identify opportunities to improve performance metrics and productivity.
Review Sigma and Zendesk metrics to generate insights for product, process, experience, and business improvements.
Identify and report trends, and address critical issues raised by partners and other teams.
Partner with training and content teams to reinforce compliance with launches, processes, and policies.
Identify customer needs and opportunities to improve or develop processes and the user experience.

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