About the company
Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote-first team, we operate out of hubs within the US, Canada, UK, and Germany today. We’re innovating in the fast-paced world of live auctions in categories including sports, fashion, video games, and streetwear. The platform couples rigorous seller vetting with a focus on community to create a welcoming space for buyers and sellers to share their passions with others.
Job Summary
Role
đź“ŤThe Manager, Trust & Safety is responsible for providing ongoing guidance and support to the Trust & Safety Operations team members at Whatnot. As a Manager, you will be responsible for managing T&S support agents and providing feedback to help them grow within their career. You will review and own case escalations. You will also closely monitor and identify different issues and proactively recommend and implement new processes and solutions to improve agent performance. đź“ŤManage a team of Trust & Safety agents and Team Leads, oversee their day-to-day and provide coaching and feedback to ensure that the team maintains a high level of productivity and quality đź“ŤDeep-dive into complicated cases and situations to provide guidance to T&S team members đź“ŤMaintain and report out on key operational metrics for the Trust & Safety team đź“ŤSuccessfully collaborate with other department stakeholders on important processes đź“ŤAssist in identifying process and efficiency gaps and think through scalable solutions đź“ŤContinue to provide and create the best in class customer experience for our Whatnot users đź“ŤExecute tasks and projects in an environment with competing priorities and changing demands đź“ŤTeam members in this role are required to be within commuting distance of our Phoenix, Arizona hub.
You
📍Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.
We are looking for:
đź“ŤAt least 5+ years of direct experience leading teams of agents (and team leads), preferably in Trust and Safety at a scaling tech company Foundational knowledge on Trust & Safety operations and the Whatnot platform đź“ŤExtremely customer-focused mindset and is willing to be creative to help our customers đź“ŤExperience in creating and implementing new processes and investigation workflows đź“ŤContinuous learning mindset and are always learning more about the Whatnot product and policies đź“ŤStrong judgment that allows you to come to reasonable and defensive conclusions đź“ŤExceptional verbal and written communicator, detail oriented problem solver đź“ŤYou can work independently with little oversight
