Role

📍The 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. 📍Manage 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 📍Deep-dive into complicated cases and situations to provide guidance to T&S team members 📍Maintain and report out on key operational metrics for the Trust & Safety team 📍Successfully collaborate with other department stakeholders on important processes 📍Assist in identifying process and efficiency gaps and think through scalable solutions 📍Continue to provide and create the best in class customer experience for our Whatnot users 📍Execute tasks and projects in an environment with competing priorities and changing demands 📍Team 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:

📍At 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 📍Extremely customer-focused mindset and is willing to be creative to help our customers 📍Experience in creating and implementing new processes and investigation workflows 📍Continuous learning mindset and are always learning more about the Whatnot product and policies 📍Strong judgment that allows you to come to reasonable and defensive conclusions 📍Exceptional verbal and written communicator, detail oriented problem solver 📍You can work independently with little oversight