Experienced Customer Experience Team Lead – Driving Exceptional User Engagement at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, rapidly changing environments where innovation and creativity are encouraged? If so, we invite you to join blithequark, a pioneering e-commerce company revolutionizing the way people shop, connect, and discover new things. About blithequark blithequark is the largest livestream shopping platform in North America and Europe, offering a unique blend of community, shopping, and entertainment. Our mission is to redefine e-commerce by creating immersive experiences that bring people together and make online shopping more engaging, interactive, and fun. With hubs in the US, UK, Ireland, Poland, and Germany, we're building a global community of like-minded individuals who share our passion for innovation and customer-centricity. The Role As an Experienced Customer Experience Team Lead at blithequark, you'll be responsible for driving exceptional user experiences through process improvement, order management, and problem-solving. You'll lead a team of agents in delivering a quick, quality experience to our customers, ensuring their needs are met, and their expectations are exceeded. Your expertise will be instrumental in identifying areas for improvement, developing solutions, and implementing changes that positively impact our customers and the business. Key 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 blithequark, 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 You We're looking for a seasoned leader with a strong track record of delivering exceptional customer experiences. You'll be a natural motivator, with a passion for driving team performance, quality, and customer satisfaction. Your expertise in support operations, process improvement, and data analysis will be instrumental in driving business growth and customer engagement. Essential Qualifications * 5+ years of support operations experience managing support KPIs such as CSAT * Proven leadership skills, with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance * Experience driving operational excellence, quality improvements, and performance-managed multiple agents * Analytical and data-driven, with experience distilling large data sets to actionable insights * Owner mentality, always looking for opportunities to better your work, team, product, or customer experience * 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 (Knowledge of SQL preferred) * Experience in startups, marketplaces, or e-commerce (preferred) * Multichannel support operations experience (chat, email, SMS, phone) * Familiarity with working with large, diverse customer support, and operations organizations (preferred) * Flexibility to occasionally work shifts, holidays, and outside of standard schedule Benefits At blithequark, we believe in investing in our people and providing a comprehensive benefits package that supports their well-being, growth, and success. Some of the benefits you can expect include: * Flexible Time off Policy and holiday pay for working company-wide Holidays (including a spring and winter break) * 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 + All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!) * Parental Leave + 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence. EOE blithequark is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce. If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we invite you to at blithequark. to take the first step in your exciting career journey!