CrawlJobs Logo
Whatnot Logo Whatnot · Customer Service

Customer Experience Team Lead

United States, Phoenix Employment contract 90000.00 - 100000.00 USD / Year · Job Posted May 31, 2026
Apply Position
Job Link Share

Job Description

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. You’ll take those insights and make Whatnot 1% better every day by partnering with driving cross-functional teams to fix gaps in our product or experience that negatively impact our customers. You will also be responsible for driving team productivity through performance metrics while delivering a quality experience, ensuring our users are getting a quick, and quality experience.

Job Responsibility

  • 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

Requirements

  • 5+ years of support operations experience managing support KPIs such as CSAT
  • Ability to motivate a team, set and achieve targets, and manage career growth and team performance
  • Experience driving operational excellence, quality improvements, and performance-managing multiple agents
  • Analytical and data-driven, with experience distilling large data sets to actionable insights
  • Comfortable making tough decisions that balance the trade-off between quality and quantity
  • Knowledge of Zendesk, data platforms such as Sigma, familiar with excel/google Sheets
  • Experience in startups, marketplaces, or e-commerce
  • Experience within multichannel support operations (chat, email, sms, phone)
  • Familiarity with working with large, diverse customer support and operations organizations
  • Flexibility to occasionally work shifts, holidays, and outside of standard schedule

Nice to have

  • Knowledge of SQL
  • Experience in startups, marketplaces, or e-commerce
  • Familiarity with working with large, diverse customer support, and operations organizations

What we offer

  • Generous Holiday and Time off Policy
  • Health Insurance options including Medical, Dental, Vision
  • Work From Home Support
  • Home office setup allowance
  • Monthly allowance for cell phone and internet
  • Care benefits
  • Monthly allowance for wellness
  • Annual allowance towards Childcare
  • Lifetime benefit for family planning, such as adoption or fertility expenses
  • Retirement
  • 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
  • Monthly allowance to dogfood the app
  • Parental Leave
  • 16 weeks of paid parental leave + one month gradual return to work
Whatnot - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Customer Experience Team Lead

8 matching positions

Customer Experience Team Leader

Why we will love you You have a passion for delighting customers. You understan...
Location
Location
United States , Stoughton
Salary
Salary:
27.51 - 38.00 USD / Hour
https://www.ikea.com Logo
IKEA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3 years of experience leading a team, preferably in a retail environment
  • Experience in retail, preferably in the home furnishing sector
  • Experience planning, driving output and measuring performance (business)
  • Experience leading and developing a team, preferably in a retail environment
  • Knowledge and understanding of Customer Service standards, routines and best practices
  • Experience with problem solving and conflict handling techniques
Job Responsibility
Job Responsibility
  • Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading Area
  • Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome
  • Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI's and root cause analysis to make future improvements
  • Monitors Cash Lanes, FSHO and CnC wait times, processes, and guidelines, and develops actions to improve customer experience
  • Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions
  • Hires, onboards and trains Customer Care and Carts co-workers
  • Directs the overall selection, onboarding, development of co-workers
  • Creates individual development plans, manages resource planning, co-worker relations issues and performance, and delegates responsibilities
  • Ensures co-workers' competence on system knowledge (ISELL, Centiro, MHS, IPOS, and queuing systems), keeps the work areas efficiently equipped and effectively covered at all times during open hours, and secures correct level of systems access related to Services
  • Identifies successor and creates as well as secures necessary training
What we offer
What we offer
  • Generous paid time off, holiday and sick time
  • WiselyPay – get earned wages up to two days early
  • Paid parental leave (up to 16 weeks)
  • KinderCare tuition discount
  • Retirement and bonus plans
  • Co-worker discount, meal deal, and referral bonus
  • Pet insurance program
  • Education assistance and learning programs
  • Safety shoe reimbursement
  • 24/7 telehealth visits
  • Fulltime
Read More
Arrow Right

Customer Team Lead

Who are PurpleSector? Born in the white heat of Formula 1™, PurpleSector is an e...
Location
Location
United Kingdom , Thursley
Salary
Salary:
Not provided
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Strong experience leading customer-facing technical projects
  • Degree in a relevant discipline, i.e. Computer Science, Software Engineering, or a related technical discipline, or qualified by equivalent industry experience
  • Experience of working within a consultancy environment is beneficial
  • Comfortable working across disciplines (engineering, data, software)
  • Experience managing and developing people
  • Strong communication - able to simplify complexity
  • Commercial awareness and pragmatic decision-making
  • Ability to identify and shape opportunities with customers
Job Responsibility
Job Responsibility
  • Lead Customer Delivery: Own delivery of projects end-to-end (scope, plan, execution, outcomes)
  • Work directly with customers to define problems and shape solutions
  • Lead proposals, estimates, and delivery planning
  • Manage risks, dependencies, and commercial performance
  • Make pragmatic trade-offs between speed, cost, and scalability
  • Manage and Develop a Multidisciplinary Team: Line manage a team of up to ~7 people across disciplines
  • Run 1:1s, support development, and manage performance
  • Build a high-trust, high-performance team environment
  • Balance delivery, development, and utilisation
  • Drive Growth Within Your Domain: Identify and develop opportunities within customer engagements
What we offer
What we offer
  • 25 days holiday
  • Pension
  • Life assurance
  • Healthcare
  • Income Protection
  • Employee Assistance Scheme
  • Up to 10% discretionary annual bonus
  • Fulltime
Read More
Arrow Right

Product Experience Team Lead

We're standing up the PX function in our Boston office and we need a founding te...
Location
Location
United States , Boston
Salary
Salary:
Not provided
lovable.dev Logo
Lovable
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Customer-obsessed: 3+ years in B2C/B2B support or a customer/client-facing role. You know what great user experience looks like and you hold the bar high.
  • Boston native: You have deep roots in the Boston tech and university ecosystem — whether through school (MIT, Harvard, or similar), work, or community. People know you and you know people.
  • Operationally rigorous: You build systems, not just teams. You default to process, schedules, and metrics. You've run something where the quality of the output depended on your ability to keep a complex operation running smoothly
  • Product & technical fluency: You understand how products work and can engage confidently with product and engineering on complex user issues. You don't need to be an engineer, but you're not intimidated by technical conversations and you get up to speed on products quickly.
  • Sharp communicator: Warm, clear, and precise — whether coaching a new hire, running a feedback session, or representing Lovable at a campus event.
Job Responsibility
Job Responsibility
  • Lead the Boston hub: Set the culture, manage day-to-day quality, and grow a team that delivers world-class PX across US time zones
  • Build the campus pipeline: Forge active relationships with MIT, Harvard, and other Boston-area universities to recruit part-time and full-time talent into the PX team
  • Build and manage a team of part-time student PX specialists: Including scheduling, onboarding, quality coaching, and performance management
  • Own US escalations: You are the escalation point for complex user issues during Americas hours. You understand the product well enough to triage technical problems, collaborate with engineering when needed, and close the loop with the customer.
  • Be the voice of the user: Capture high-signal feedback from customers and make sure it reaches product and engineering.
  • Collaborate globally: Work hand-in-hand with the Stockholm PX team and engineering to ensure consistent quality and shared learnings across hubs
  • Fulltime
Read More
Arrow Right

Customer Experience Team Leader

As a Customer Experience Team Leader, you will play a key role in creating a sea...
Location
Location
Australia , Tempe
Salary
Salary:
Not provided
https://www.ikea.com Logo
IKEA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven experience in a leadership role within retail, a customer-facing environment, or a similar setting
  • Demonstrated experience leading a team (minimum 3 years) and delivering exceptional customer service
  • A customer-focused mindset, with the ability to balance operational performance and high-quality service outcomes
  • Highly developed communication, collaboration and organisational skills
  • A strong passion for understanding the customer journey and how you and your team contribute to a positive shopping experience
  • A leadership style that reflects the IKEA values, always leading by example
  • High energy and resilience - you enjoy the buzz of a dynamic retail environment
  • A proactive mindset, constantly seeking ways to simplify processes and reduce unnecessary costs
Job Responsibility
Job Responsibility
  • Leading daily operations and responding to customer and co-worker needs to secure an efficient and seamless customer journey
  • Supporting complex customer interactions, including escalations, with professionalism, empathy and effective problem-solving
  • Ensuring co-workers are actively supported in their daily work, and developing, coaching and mentoring your team through performance reviews and on-the-job conversations
  • Supporting your manager with recruitment, training, retention, performance management, succession planning and competence development
  • Leading by example with exceptional customer service, integrity, compassion and efficiency as an ambassador of IKEA values
  • Taking ownership of Customer function action plan topics, proactively driving initiatives to achieve agreed goals
  • Supervising and supporting your team to ensure all processes are accurate, compliant and aligned with regulatory requirements
  • Collaborating with internal stakeholders to ensure smooth operations, streamline processes and continuously improve service delivery
  • Empowering your team by building knowledge, confidence, trust and motivation so they can support customers in the best possible way
What we offer
What we offer
  • 5 weeks’ Paid Annual Leave
  • Paid Parental Leave
  • Family & Community Leave
  • 24/7 access to our Employee Assistance Program for health and wellbeing support
  • 15% Co-worker discount
  • Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
  • Co-worker uniform provided
  • Free Co-worker parking
  • Digital Entertainment membership (thousands of discounts for dining, fun activities, shopping and travel across Australia & New Zealand)
  • Bonus programme (where eligible)
  • Fulltime
Read More
Arrow Right

ServiceNow Customer Experience Lead (UX)

The ServiceNow Customer Experience (UX) Lead - ITSM is responsible for shaping, ...
Location
Location
United Kingdom , Stevenage
Salary
Salary:
Not provided
socialvalueportal.com Logo
Social Value Portal Ltd
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Strong experience working with ServiceNow ITSM (in design, product ownership, consultancy, or leadership roles).
  • Deep understanding of ITSM processes (ITIL-aligned) and how users interact with them.
  • Proven experience in customer experience design, service design, or UX within IT environments.
  • Ability to translate customer needs into practical platform solutions.
  • Strong stakeholder management skills up to senior leadership level.
  • Experience working in Agile / product-based delivery models.
  • A pragmatic, can-do, hands-on style.
Job Responsibility
Job Responsibility
  • Own and define the ITSM customer experience vision across Incident, Request, Problem, Change, Knowledge, and Service Catalogue.
  • Design, document, and optimise end-to-end service journeys using user-centred and design-thinking principles.
  • Ensure consistent user experience across Employee Centre, portals, virtual agents, mobile, and notifications.
  • Champion accessibility, usability, and simplicity across all ITSM touchpoints.
  • Translate UX and business requirements into ServiceNow ITSM designs, stories, and configuration standards.
  • Work closely with ServiceNow architects and developers to ensure solutions align with ServiceNow OOTB best practices.
  • Influence roadmap decisions for ITSM, Employee Centre, Knowledge Management, Virtual Agent, and AI-enabled experiences.
  • Govern UX standards, templates, and patterns across the platform.
  • Act as the primary UX advocate for ITSM with senior IT, HR, and business stakeholders.
  • Run workshops, journey mapping sessions, and user research activities.
  • Fulltime
Read More
Arrow Right

Team Lead, Customer Support (DACH)

We are looking for a Customer Support Team Lead with strong communication skills...
Location
Location
Ukraine , Kyiv
Salary
Salary:
Not provided
3shape.com Logo
3Shape
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in the Customer Support function, minimum 4 years
  • Experience as Customer Support Team Lead/Supervisor
  • Strong verbal and writing skills (B2 level) in English and fluent German
  • Understanding of customer support key performance indicators
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  • Ability to work independently with limited direction and supervision
  • Experience teaching, coaching, or training others
  • Positive attitude to work and working tasks
Job Responsibility
Job Responsibility
  • Management and development of the support team and overall coordination of service delivery performance, ensuring a high level of customer service
  • Working with key resellers to ensure overall satisfaction with support services
  • Create and maintain an inspiring team environment with an open communication culture
  • Support day-to-day operations and drive internal support projects and initiatives
  • Monitor team performance and report on metrics
  • Motivate team members
  • Discover training needs and provide coaching
  • Escalations management
  • Collaborate with other departments
What we offer
What we offer
  • Meaningful work that helps to change the future of dentistry
  • Work in a unique professional, friendly and supportive environment
  • Constant professional growth and development
  • A healthy work-life balance
  • Comprehensive benefits incl. 24 working days of annual vacation
  • medical insurance
  • paid sick leaves and child sick leaves
  • maternity and paternity leaves etc
  • Breakfasts and lunches in the office
  • Good working conditions in a comfortable office in UNIT.City
Read More
Arrow Right

Customer Experience Team Leader

At IKEA it’s all about our customers, and in Customer Relations we build and ret...
Location
Location
United States , Conshohocken
Salary
Salary:
24.08 - 34.01 USD / Hour
https://www.ikea.com Logo
IKEA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3 Years of experience leading a team, preferably in a retail environment
  • Experience in retail, preferably in the home furnishing sector
  • Experience planning, driving output and measuring performance (business)
  • Experience leading and developing a team, preferably in a retail environment
  • Knowledge and understanding of Customer Service standards, routines and best practices
  • Experience with problem solving and conflict handling techniques
Job Responsibility
Job Responsibility
  • Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the Cash Lanes, Click and Collect, Home Delivery, Handout and Car Loading Area
  • Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome
  • Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI’s and root cause analysis to make future improvements
  • Monitors Cash Lanes, FSHO and CnC wait times, processes, and guidelines, and develops actions to improve customer experience
  • Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions
  • Hires, onboards and trains Customer Care and Carts co-workers
  • Directs the overall selection, onboarding, development of co-workers
  • Creates individual development plans, manages resource planning, co-worker relations issues and performance, and delegates responsibilities
  • Ensures co-workers' competence on system knowledge (ISELL, Centiro, MHS, IPOS, and queuing systems)
  • keeps the work areas efficiently equipped and effectively covered at all times during open hours, and secures correct level of systems access related to Services
What we offer
What we offer
  • Generous paid time off, holiday and sick time
  • WiselyPay – get earned wages up to two days early
  • Paid parental leave (up to 16 weeks)
  • KinderCare tuition discount
  • Retirement and bonus plans
  • Co-worker discount, meal deal, and referral bonus
  • Pet insurance program
  • Education assistance and learning programs
  • Safety shoe reimbursement
  • 24/7 telehealth visits
  • Fulltime
Read More
Arrow Right

Team Lead, Customer Support

We are looking for a Customer Support Team Leader to join a high-growth team on ...
Location
Location
Poland
Salary
Salary:
Not provided
smartrecruiters.com Logo
SmartRecruiters
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • General ATS experience
  • Strong knowledge of Support Case tracking systems (SalesForce and JIRA are a plus)
  • Excellent English skills
  • Ability to interact and communicate professionally and confidently with a diverse customer base
  • Customer support experience, preferably in the Enterprise space
  • Strong interpersonal, written and spoken communication skills
  • Motivated self-starter capable of taking initiative, handling objections, and negotiating tough situations
  • Experience in technical customer support in a SaaS environment
  • A passion for technology and a drive to change the world
  • Positive, energetic, with a can-do attitude
Job Responsibility
Job Responsibility
  • Interact every day with SmartRecruiters teams and customers to answer questions, resolve issues, educate, and help them succeed
  • Take on a portion of the escalated customer support cases (externally escalated by customers)
  • Be the main point of escalation for Customer Support Agent (internally escalated)
  • Attend weekly Support calls with 2-4 SmartRecruiters Enterprise customers, to answer support related questions and push support cases to resolution
  • Lead internal training sessions for Tier 1 and Tier 2 Support Agents
  • Manage and contribute responses to internal questions from Tier 1 and Tier 2 Support agents on the Support slack channel on a daily basis
  • Schedule and lead new hire training and enablement sessions
  • Contribute to weekly Support team meetings
  • Drive a high level of customer satisfaction
  • Identify, test, and call out technical issues
What we offer
What we offer
  • Competitive salaries
  • Generous equity
  • Strong internal mobility
  • Remote-friendly culture
Read More
Arrow Right