Role

📍As the Social Support & Insights Associate on the Communications Team, you will represent the voice of our users, playing a critical role in managing Whatnot's brand and reputation across social media. You’ll be responsible for responding to customer inquiries, resolving issues, and ensuring a positive customer experience. Additionally, you’ll identify sentiment trends and uncover the root causes of customer issues, providing valuable insights to enhance our product and processes. 📍Respond to Customers: Proactively respond to questions, defend the brand, and educate customers across social media channels (Twitter, Facebook Groups, App Store Reviews, Instagram, and others). 📍Understand the User Journey: Identify and surface emerging trends and understand the root causes of customer issues. Provide valuable insights to improve the customer experience, as well as our product and internal processes. 📍Reporting & Tracking: Assist in compiling reports that monitor key metrics, such as sentiment analysis, issue volumes, and voice-of-customer quotes across channels. 📍Customer Education: Participate in projects that educate customers about our product, ensuring they are informed about key features and empowered to have a better user experience. 📍Collaborate with Teams: Work with cross-functional teams to align on messaging, provide timely solutions, and escalate complex or critical issues to ensure appropriate and prompt resolution. 📍Team members in this role are required to be within commuting distance of our New York, San Francisco, or Los Angeles hubs.

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. 📍As our next Social Support & Insights Associate, you should have 4+ years of overall customer support experience, including at least 3 years in social media support, plus: 📍Experience working in a high-growth startup, comfortable with rapid change and scaling processes. 📍Excellent written communication skills, with the ability to respond clearly and empathetically across multiple social channels. 📍Passionate about resolving customer issues, resourceful in finding solutions, and able to handle complex challenges. 📍Experience in data analysis, insights, and reporting, with the ability to track trends, monitor performance metrics, and provide actionable feedback to improve processes. 📍Strong empathy for customer perspectives, with the ability to respond with care and patience. 📍Skilled at prioritizing tasks in a fast-paced environment, addressing critical issues first. 📍Proactive and comfortable working in a small team environment, taking initiative without constant direction. 📍Familiar with tools like Sprinklr or similar platforms for managing social media support. 📍Able to work cross-functionally with CX, Trust & Safety, and product teams to ensure alignment and timely issue resolution.