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Manager, Customer Experience (Night Shift)
Company | Whatnot |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-08-13 |
Posted at | 9 months ago |
🚀 Whatnot
- Drive accountability on policies and other guidelines
- Lead team performance and drive results in team productivity, quality, and customer experience
- Other ad-hoc project work as the business requires
- You must be available to work a 10pm-7am PST shift
- Create new and use existing reporting to identify areas to improve performance metrics and productivity
- Partner with training and content to reinforce compliance with new launches, processes, and policies.
- Identify and report on trends early and often.
- Build a culture of insights generation to improve product, process, experience and overall business by reviewing Sigma & Zendesk metrics regularly
- Manage, coach, encourage, and be responsible for the performance and culture of a team of agents
- 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
- Address and resolve critical issues from partners and other teams
- Maintain functional knowledge of, and act as a subject matter expert of processes, product, and projects related to day-to-day operations
- You have the flexibility to occasionally work shifts, holidays, and outside of standard schedule
- You are an owner, always looking for opportunities to better your work, team, product or customer experience
- You have 5+ years of support operations experience managing support KPIs such as CSAT.
- You have worked within multichannel support operations (chat, email, sms, phone)
- You are analytical and data-driven, with experience distilling large data sets to actionable insights.
- You have knowledge of Zendesk, data platforms such as Sigma, familiar with excel/google Sheets (Knowledge of SQL preferred)
- You have experience in startups, marketplaces, or e-commerce (preferred)
- You have familiarity with working with large, diverse customer support, and operations organizations (preferred)
- You are comfortable making tough decisions that balance the trade-off between quality and quantity
- You have driven operational excellence, quality improvements, and performance-managed multiple agents.
- 10pm-7am PST shift
- You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
- 16 weeks Paid Parental Leave and gradual return to work
- Care benefits
- $5,000 annual allowance towards Childcare
- Employer matching contributions of 100% of up to 4% of contributions on base salary
- Whatnot covers 99% of employee premium costs, and 75% of dependent care premiums for Medical
- $1,500 quarterly allowance for wellness
- 401k offering for Traditional and Roth accounts provided by Betterment
- Laptop provided by Whatnot and home office setup allowance
- $450 work-from-anywhere quarterly allowance for cell phone and internet
- Competitive base salary and stock options
- $1,350 quarterly allowance on food
- Dental and Vision sponsored 100% by Whatnot for employees and dependents
- Unlimited Vacation Policy and Company-wide Holidays (including a spring and winter break)
- Professional Development
- Health Insurance options including Medical, Dental, Vision, Life, Short term disability & Long term Disability
- $2,000 annual benefit to invest in your professional development
- Work From Home Support
- $20,000 lifetime benefit for family planning, such as adoption or fertility expenses
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