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ManagerFull-timeSpringGo
Salary Range
$59,840 - $80,960 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a CX Leader to join our team at Whatnot, the largest live shopping platform in North America and Europe. As a CX Leader, you will manage a team of agents to deliver fast, high-quality support and drive continuous product and process improvements.
Key Responsibilities
- →Lead, coach, and set the team culture while actively participating in the ticket queue.
- →Build processes from scratch, manage projects, and make strategic operational decisions.
- →Act as the bridge between local customers and global HQ/Product teams, advocating for changes that fit the Japanese market.
- →Identify user or operational issues, propose realistic solutions, and drive them to completion.
- →Improve the app experience and internal workflows to help Whatnot grow locally.
- →Use core support metrics (CSAT, response times) to evaluate team performance and guide your coaching.
Requirements
- ✓6+ years of support experience, including directly managing agents.
- ✓Native Japanese and fluent English.
- ✓Proven execution: Clear examples of owning strategic projects end-to-end.
- ✓Problem solver: A proactive track record of spotting issues and improving processes.
- ✓System knowledge: Hands-on experience with support platforms like Zendesk.
- ✓Industry awareness: A solid understanding of e-commerce and marketplace operations.
Benefits
- ★Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
- ★Health Insurance options including Medical, Dental, Vision
- ★Work From Home Support
- ★¥140,000 home office setup allowance
- ★¥20,750 monthly allowance for cell phone and internet
- ★¥69,500 monthly allowance for wellness
- ★¥14,000 monthly allowance for commuter expenses
- ★¥693,000 annual allowance towards Childcare
- ★¥2,772,000 lifetime benefit for family planning
- ★16 weeks of fully paid parental leave
- ★Pension plans
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