Lead and elevate a team of support agents on a fast-growing livestream shopping platform, ensuring high-quality customer experiences through strong leadership, operational rigor, and data analysis. You'll be responsible for shaping team culture, improving performance metrics, and identifying opportunities to enhance both customer and agent experiences.
Key Responsibilities
- Guide a team of agents by setting clear expectations, providing ongoing coaching, and managing performance to meet productivity, quality, and service goals
- Act as a go-to expert on support processes, product features, and operational workflows, ensuring alignment across teams
- Use data from Zendesk, Sigma, and other platforms to track trends, uncover insights, and recommend improvements
- Develop reporting strategies that highlight performance gaps and opportunities for optimization
- Foster a culture of accountability and continuous improvement, reinforcing compliance with policies and new product changes
- Collaborate with training and content teams to ensure accurate, timely knowledge delivery
- Escalate and resolve critical cross-functional issues, advocating for both customers and operations
- Identify inefficiencies and lead initiatives to refine processes that impact user experience and business outcomes
- Support ad-hoc projects as needed in a dynamic, evolving environment
Requirements
- 5+ years in customer support operations with proven success managing KPIs like CSAT, resolution time, and quality scores
- Experience leading, mentoring, and performance-managing teams in a multichannel support environment (chat, email, phone, SMS)
- Strong analytical skills with the ability to interpret large datasets and turn them into actionable recommendations
- Proficiency with Zendesk, Sigma, Excel, or Google Sheets; SQL knowledge is a plus
- Demonstrated ability to balance quality and efficiency in high-pressure settings
- Proactive mindset with a focus on ownership, problem-solving, and continuous improvement
Preferred Qualifications
- Background in startups, e-commerce, or digital marketplaces
- Experience working within large, distributed support or operations teams
- Flexibility to work non-standard hours, including holidays or off-cycle shifts when necessary
Work Environment
This role requires proximity to the Phoenix, AZ office hub, with flexibility to work remotely or from a company office. The environment values autonomy, action, and direct engagement with the product and its users.
Culture & Values
The team thrives on curiosity, speed, and outcome-focused collaboration. We value people who learn quickly, stay close to the customer, and prioritize impact over recognition. A strong service mindset and passion for delivering excellent experiences are central to success here.
Benefits
- Generous paid time off and holiday policy
- Comprehensive health coverage including medical, dental, and vision
- Remote work support, including home office setup and monthly allowances for internet and mobile
- Wellness, childcare, and family planning benefits, including lifetime coverage for adoption and fertility
- 401(k) with employer match up to 4% of base salary in the US; pension plans internationally
- 16 weeks of paid parental leave with a one-month gradual return-to-work option
- Monthly stipend to use the platform and engage with the product
