**Experienced Customer Experience Team Lead – Driving Operational Excellence and Customer Satisfaction 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, the largest livestream shopping platform in North America and Europe, as our Customer Experience Team Lead. At blithequark, we're redefining e-commerce by blending community, shopping, and entertainment into a unique experience for our users. Our platform offers a wide range of products, from fashion and beauty to electronics and rare collectibles, making it a one-stop-shop for everyone. As a leader in our Customer Experience team, you'll play a critical role in driving operational excellence, quality improvements, and performance management across our support operations. **About blithequark** blithequark is a remote co-located team with hubs in the US, UK, Ireland, Poland, and Germany. We're inspired by innovation and anchored in our values, which include a customer-centric approach, a growth mindset, and a commitment to excellence. Our team is passionate about building the future of online marketplaces, and we're looking for bold, forward-thinking problem solvers to join us on this journey. **Role** As our Customer Experience Team Lead, you'll be responsible for leading a team of agents in delivering exceptional customer experiences through process improvement, order management, and problem-solving. Your key responsibilities will include: * Leading 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 **You** We're looking for a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance. Our ideal candidate will have: * 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 * Driven 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) * Worked within 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** At blithequark, we offer a comprehensive benefits package that includes: * 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 apply for this exciting opportunity to join our team at blithequark. Apply for this job