Manager, Trust & Safety

🚀 Whatnot

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote co-located team, we operate out of hubs within the US, UK, Ireland, Poland, and Germany today.

We’re innovating in the fast-paced world of live auctions from fashion, beauty, electronics to collectibles like trading cards, comic books, and even live plants. Whatnot has something for everyone.

And, we’re growing. Whatnot has been one of the fastest growing marketplaces and we’re hiring forward-thinking problem solvers across all functional areas.

💻 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

💰Compensation

For US-based applicants: $165,000/year - 185,000/year + benefits + equity

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 (more details below) or equity.

🎁 Benefits

• Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support
• Home office setup allowance
• Monthly allowance for cell phone and internet
• Care benefits
• Monthly allowance on both food and wellness
• Annual allowance towards Childcare
• Lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• Monthly allowance to dogfood the app
• Parental Leave
• 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

💛 EOE

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.