Whatnot
Customer Experience Team Lead
$90K–$100K
Phoenix, AZ · Remote · Full-time · Posted Feb 20, 2026
- Experience
- 5+ years of support operations experience.
About the job
Leads Customer Experience agents, improving team performance and customer outcomes through coaching, operational metrics, issue resolution, and cross-functional process and product improvements.
What you'll do
- Manage, coach, and performance-manage agents while driving productivity, quality, and customer experience.
- Use reporting and support metrics to identify performance trends and actionable customer insights.
- Partner with other teams to resolve critical issues and improve products, processes, policies, and user experience.
What they ask for
- 5+ years of support operations experience managing support KPIs such as CSAT.
- Experience improving operational excellence and quality, and performance-managing multiple agents.
- Analytical and data-driven, with experience turning large datasets into actionable insights.
- Experience in multichannel support operations (chat, email, sms, phone); able to occasionally work shifts, holidays, and outside standard hours.
Nice to have
- Experience in startups, marketplaces, or e-commerce.
- Familiarity with large, diverse customer support and operations organizations; SQL knowledge is preferred.
Pay
$90K - $100K (base salary; currency not stated)
Tools
Zendesk, Sigma, excel/google Sheets, SQL
Model-written summary · the original posting is authoritative