Whatnot
Senior Manager, Trust & Safety (Team Lead)
Whatnot, Los Angeles, California, United States,
Whatnot
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.
And, we’re growing. Whatnot has been the fastest growing marketplace in the US over the past two years and we’re hiring forward-thinking problem solvers across all functional areas.Role
The Senior Manager, Trust & Safety (Team Lead) is responsible for providing ongoing guidance and support to the Trust & Safety Operations team members at Whatnot. As a Senior 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, oversee their day-to-day and provide coaching and feedback to ensure that the team maintains a high level of productivity and qualityDeep-dive into complicated cases and situations to provide guidance to T&S team membersMaintain and report out on key operational metrics for the Trust & Safety teamSuccessfully collaborate with other department stakeholders on important processesAssist in identifying process and efficiency gaps and think through scalable solutionsContinue to provide and create the best in class customer experience for our Whatnot usersExecute tasks and projects in an environment with competing priorities and changing demandsYou
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 6-8 years of experienceFoundational knowledge on Trust & Safety operations and the Whatnot platformExtremely customer-focused mindset and is willing to be creative to help our customersExperience in creating and implementing new processes and investigation workflowsProactive problem-solver and process-improverContinuous learning mindset and are always learning more about the Whatnot product and policiesStrong judgment that allows you to come to reasonable and defensive conclusionsDetail-oriented team playerExceptional verbal and written communication skillsYou can work independently with little oversightPositive attitudeExperience in people managementStrong ability to multitaskCompensation
For US-based applicants: $140,000/year - 185,000/year + benefits + stock options.
The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills and expertise. This range is only inclusive of base salary, not benefits or equity in the form of stock options.Benefits (US Only)
Unlimited Vacation Policy and Company-wide Holidays (including a spring and winter break)Health Insurance options including Medical, Dental, Vision, Life, Short term disability & Long term DisabilityWhatnot covers 95% of employee premium costs, and 80% of dependent care premiums for MedicalDental and Vision sponsored 100% by Whatnot for employees and dependentsWork From Home SupportLaptop provided by Whatnot and home office setup allowance$150 monthly allowance for cell phone and internetCare benefits$450 monthly allowance on food$500 monthly allowance for wellness$5,000 annual allowance towards Childcare$20,000 lifetime benefit for family planning, such as adoption or fertility expenses401k offering for Traditional and Roth accounts provided by BettermentEmployer matching contributions of 100% of up to 4% of contributions on base salaryEOE
Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.
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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.
And, we’re growing. Whatnot has been the fastest growing marketplace in the US over the past two years and we’re hiring forward-thinking problem solvers across all functional areas.Role
The Senior Manager, Trust & Safety (Team Lead) is responsible for providing ongoing guidance and support to the Trust & Safety Operations team members at Whatnot. As a Senior 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, oversee their day-to-day and provide coaching and feedback to ensure that the team maintains a high level of productivity and qualityDeep-dive into complicated cases and situations to provide guidance to T&S team membersMaintain and report out on key operational metrics for the Trust & Safety teamSuccessfully collaborate with other department stakeholders on important processesAssist in identifying process and efficiency gaps and think through scalable solutionsContinue to provide and create the best in class customer experience for our Whatnot usersExecute tasks and projects in an environment with competing priorities and changing demandsYou
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 6-8 years of experienceFoundational knowledge on Trust & Safety operations and the Whatnot platformExtremely customer-focused mindset and is willing to be creative to help our customersExperience in creating and implementing new processes and investigation workflowsProactive problem-solver and process-improverContinuous learning mindset and are always learning more about the Whatnot product and policiesStrong judgment that allows you to come to reasonable and defensive conclusionsDetail-oriented team playerExceptional verbal and written communication skillsYou can work independently with little oversightPositive attitudeExperience in people managementStrong ability to multitaskCompensation
For US-based applicants: $140,000/year - 185,000/year + benefits + stock options.
The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills and expertise. This range is only inclusive of base salary, not benefits or equity in the form of stock options.Benefits (US Only)
Unlimited Vacation Policy and Company-wide Holidays (including a spring and winter break)Health Insurance options including Medical, Dental, Vision, Life, Short term disability & Long term DisabilityWhatnot covers 95% of employee premium costs, and 80% of dependent care premiums for MedicalDental and Vision sponsored 100% by Whatnot for employees and dependentsWork From Home SupportLaptop provided by Whatnot and home office setup allowance$150 monthly allowance for cell phone and internetCare benefits$450 monthly allowance on food$500 monthly allowance for wellness$5,000 annual allowance towards Childcare$20,000 lifetime benefit for family planning, such as adoption or fertility expenses401k offering for Traditional and Roth accounts provided by BettermentEmployer matching contributions of 100% of up to 4% of contributions on base salaryEOE
Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.
#J-18808-Ljbffr