In this role you will:

📍Design & implement high-impact initiatives that improve the social support experience for customers 📍Immerse yourself in the community - across Discord, Reddit, Facebook Groups, Instagram, and others - and deeply understand our customers 📍Create plans to not only ensure questions from the community are answered on social channels but that external feedback is communicated to relevant internal stakeholders in order for them to act on as needed 📍Develop weekly social listening reports that highlight themes across all channels, major incidents that impacted support queues, general sentiment, and key voice of the customer quotes 📍Establish social customer support channels on relevant social platforms and create processes to ensure we are providing excellent customer support across all social platforms 📍Refine our social customer support workflows: guidelines including response times, tone of voice, and escalation paths 📍Build foundational tactics to communicate a better understanding of our product offerings and policies 📍Be the subject matter expert for the best support practices acquired internally and externally 📍Drive continuous efforts to improve social support infrastructure and processes

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 Senior Manager, Social Support & Insights, you should have 7+ years of experience in consulting, operations, or strategy-related role at a fast-growing startup, plus: 📍Experience in customer experience strategy or analytical functions such as: User Insights, Product 📍Operations, Social Support, CX Operations, or Voice of the Customer 📍Demonstrated leadership skills with experience managing, mentoring, and developing high-performing teams 📍Proven track record of leading cross-functional initiatives across a large number of stakeholders and projects 📍Experience building and documenting efficient processes/SOPs at a scaling startup 📍Strong data analysis skills, with proven success relying on data to inform ops/support decisions 📍Persuasive written and verbal communication skills with the ability to distill complex data and ideas into understandable and persuasive concepts 📍Experience with process optimization, program management, customer support strategy or quality assurance project ownership 📍A proactive approach as a ‘builder’ who thrives operating on small teams and will get in the weeds to produce results in a highly ambiguous environment