Job description
About Whop
At Whop, our mission is to make everyone a lot of money.
Whop provides every entrepreneur with the tools to take their business from 0 to 100. We firmly believe that money is freedom of time, and we dream of a platform of one million millionaires.
Merchants on Whop can host their offer with Whop apps, collect payments, advertise and distribute their products. Customers can browse and buy from the most addicting mall on the internet.
We are a team of entrepreneurs building for entrepreneurs, and we help our merchants earn almost $2B a year. Whop has offices in both Brooklyn, NY and Palo Alto, CA.
At Whop, you should aspire to be…
- the dumbest person in the room.
- comfortable being uncomfortable.
- utterly insane at what you do.
About the role
✅ Salary: $100,000 + equity
📍 Hybrid – NYC based : You must be based in NYC and come into our Williamsburg, Brooklyn office between 10 am - 8 pm EST. You can work virtually outside of those hours.
Available shifts are:
- 8:00 am EST to 4:00 pm EST
- 4:00 pm to 12:00 am EST
You must be available to work on the weekends.
As a Customer Support Lead, you are responsible for your shift’s success. Your mission is to make sure your team goes above and beyond and exceeds every customer’s expectations for what good customer support looks like.
Your team is the go-to resource for our customers and merchants who need help, and you will field questions through live chat on Intercom. You will make sure every interaction your team has with a user is clear, efficient, comprehensive, and solves the root of every problem. You will help solve escalated situations, drive product feedback, review your team’s conversation quality, train and upskill team members, and hold the bar to make Whop the best customer support in existence.
Your First 30 Days:
- By day 7: Meet the team, dive into our product, get familiar with tools like Intercom and Linear. Understand the key customer support workflows and how we track performance metrics. Dig into our knowledge base and make sure you understand all of the user questions we see most frequently.
- By day 14: Start reviewing your team’s tickets and individual performance metrics. Shadow how escalated tickets are handled and find where escalation workflows can be made more efficient.
- Day 21: Begin leading your shift’s daily standup, schedule 1-1 feedback sessions to review tickets with your team, review metrics.
- Day 30: Handle escalated tickets on Intercom independently. Make sure all team members are hitting their targets. Collaborate across teams as needed, and get feedback to refine your skills and set goals for the next 60 days.
Who You Are:
- An experienced team leader: You’ve run high-performing customer-facing teams in the past, and you know how to energize, motivate, and hold your team accountable.
- Whop Savvy: You’ve used our platform and know it inside out.
- Analytical and strategic: You think big but aren’t afraid to get into the nitty-gritty.
- Creative problem solver: You love finding unique solutions to tough problems.
- Communication guru: Your written and verbal skills are top-notch, and you are radically candid because you know it is what will help your team grow.
What You’ll Be Doing:
- Handle escalated Intercom tickets and complex customer issues
- Lead daily team meetings to review progress and opportunities for improvement
- Identify and fix any workflow or escalation inefficiencies
- Review team member performance and individual conversations
- Help with new member training and existing member upskilling
- Make sure your team is in the loop and trained on any upcoming product updates
- Identify and raise biggest product issues to product and engineering teams
Qualifications:
- Previous experience leading a high-performing, customer-facing team.
- Previous experience in customer support or a similar role, ideally at a startup or high-growth company.
- Excellent communication skills—both written and verbal.
- Ability to juggle tasks and manage time in a fast-paced environment.
- Familiarity with Whop, Intercom, Slack, and Linear is a bonus.
