Customer Experience Team Lead (Night Shift) at whatnot

This role is designed for an experienced support leader (5+ years) who thrives in fast-paced startup or e-commerce environments. You should be a data-driven mentor who is comfortable managing performance metrics (CSAT, productivity) and using tools like Zendesk and Sigma to uncover product insights. Since this is an overnight leadership position, it requires a high degree of autonomy and the ability to maintain team culture during non-traditional hours. The compensation is competitive ($90k–$100k) and comes with an extensive benefits package, including a 4% 401k match, 16 weeks of paid parental leave, and unique "dogfooding" allowances to buy items on the platform. While the role is "on-site" in Phoenix, it offers a hybrid blend of home and hub-based work, provided you are within commuting distance. **You might be a good fit if you...** * Are comfortable working a permanent night shift (**9pm–6am PST**) including weekends. * Have a strong analytical background and can use **SQL** or Google Sheets to distill data into actionable process improvements. * Enjoy "owning" the customer experience by partnering cross-functionally to fix product gaps. * Have previous experience managing large teams within a multi-channel support environment (Chat, Email, SMS).