About the company
Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. Weāre 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. Weāre 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
šThe 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. šManage 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 šDeep-dive into complicated cases and situations to provide guidance to T&S team members šMaintain and report out on key operational metrics for the Trust & Safety team šSuccessfully collaborate with other department stakeholders on important processes šAssist in identifying process and efficiency gaps and think through scalable solutions šContinue to provide and create the best in class customer experience for our Whatnot users šExecute tasks and projects in an environment with competing priorities and changing demands šTeam members in this role are required to be within commuting distance of our Phoenix, Arizona hub.
You
šCurious about who thrives at Whatnot? Weāve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.
We are looking for:
šAt 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 šExtremely customer-focused mindset and is willing to be creative to help our customers šExperience in creating and implementing new processes and investigation workflows šContinuous learning mindset and are always learning more about the Whatnot product and policies šStrong judgment that allows you to come to reasonable and defensive conclusions šExceptional verbal and written communicator, detail oriented problem solver šYou can work independently with little oversight