Experienced Customer Experience Team Lead – Night Shift at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? Look no further than blithequark, the largest livestream shopping platform in North America and Europe, where innovation meets community and commerce. As a Customer Experience Team Lead on our night shift, you'll be responsible for driving the best possible user experience through process improvement, order management, and problem-solving. You'll lead a team of agents, ensuring they have the skills and knowledge to tackle complex customer issues and provide critical user insights to the business. Your expertise will be invaluable in making blithequark 1% better every day by partnering with cross-functional teams to fix gaps in our product or experience that negatively impact our customers. About blithequark blithequark is re-defining e-commerce by blending community, shopping, and entertainment into a unique experience for our users. With hubs in the US, UK, Ireland, Poland, and Germany, we're building the future of online marketplaces – together. From fashion, beauty, and electronics to rare collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone. As one of the fastest-growing marketplaces, we're looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest blithequark updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce. Key Responsibilities As a Customer Experience Team Lead, you'll be responsible for: * Leading a team of agents to deliver exceptional customer experiences through process improvement, order management, and problem-solving * Ensuring team performance and driving results in team productivity, quality, and customer experience * Managing, coaching, encouraging, and being responsible for the performance and culture of a team of agents * Maintaining functional knowledge of, and acting as a subject matter expert of processes, product, and projects related to day-to-day operations * Driving accountability on policies and other guidelines * Creating new and using existing reporting to identify areas to improve performance metrics and productivity * Building a culture of insights generation to improve product, process, experience, and overall business by reviewing Sigma & Zendesk metrics regularly * Identifying and reporting on trends early and often * Partnering with training and content to reinforce compliance with new launches, processes, and policies * Addressing and resolving critical issues from partners and other teams * Identifying and calling 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 Requirements To be successful in this role, you'll need: * 5+ years of support operations experience managing support KPIs such as CSAT * A leader 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 * An owner, 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) * Experience in multichannel support operations (chat, email, sms, phone) * Familiarity with working with large, diverse customer support, and operations organizations (preferred) * The flexibility to occasionally work shifts, holidays, and outside of standard schedule Benefits As a valued member of the blithequark team, you'll enjoy: * Flexible Time off Policy and holiday pay for 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. Equal Opportunity Employer 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 looking for a new challenge, to join the blithequark team and help shape the future of commerce!