Senior Manager, Trust & Safety (Team Lead)

???? Whatnot Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. Were 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. Were 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, were growing. Whatnot has been the fastest growing marketplace in the US over the past two years and were 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 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 ???? You Curious about who thrives at Whatnot? Weve 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 experience 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 Proactive problem-solver and process-improver 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 Detail-oriented team player Exceptional verbal and written communication skills You can work independently with little oversight Positive attitude Experience in people management Strong ability to multitask ????Compensation 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 (more details below) 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 Disability Whatnot covers 95% of employee premium costs, and 80% of dependent care premiums for Medical Dental and Vision sponsored 100% by Whatnot for employees and dependents Work From Home Support Laptop provided by Whatnot and home office setup allowance $150 monthly allowance for cell phone and internet Care 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 expenses 401k offering for Traditional and Roth accounts provided by Betterment Employer matching contributions of 100% of up to 4% of contributions on base salary ???? 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. #J-18808-Ljbffr #J-18808-LjbffrShow full descriptionCollapse