Lead Manager, Trust
2 weeks ago
- About Whatnot
As a remote-first organization, we embrace a flexible work culture, with team members located across the US, Canada, UK, and Germany.
We are at the forefront of innovation in the rapidly evolving live auction space, engaging in diverse categories such as sports, fashion, video games, and streetwear.Our platform emphasizes thorough seller vetting and a community-centric approach, fostering an inviting environment for buyers and sellers to connect over shared interests.
We are experiencing significant growth, having emerged as the fastest expanding marketplace in the US over the last two years, and we are seeking innovative problem solvers across various functional areas.- Position Overview
The Lead Manager, Trust & Safety Operations is tasked with delivering continuous guidance and support to the Trust & Safety Operations team at Whatnot.
In this role, you will oversee a team of Trust & Safety support agents, providing constructive feedback to facilitate their professional development.
You will manage case escalations and closely monitor various issues, proactively suggesting and implementing new processes and solutions to enhance agent performance.- Key Responsibilities
• Lead a team of Trust & Safety agents, supervising their daily activities and offering coaching and feedback to ensure high productivity and quality standards.
• Conduct in-depth analyses of complex cases to provide direction to team members.
• Maintain and report on essential operational metrics for the Trust & Safety team.
• Collaborate effectively with stakeholders from other departments on critical processes.
• Identify gaps in processes and efficiency, proposing scalable solutions.
• Strive to deliver an exceptional customer experience for Whatnot users.
• Manage tasks and projects in a fast-paced environment with competing priorities.
- Candidate Profile
At Whatnot, we value individuals who exhibit low ego, a growth mindset, and a proactive approach to impactful work.
We are seeking candidates who possess:
• A minimum of 6-8 years of relevant experience.
• A foundational understanding of Trust & Safety operations and the Whatnot platform.
• A strong customer-centric mindset, with a willingness to think creatively to assist customers.
• Experience in developing and implementing new processes and investigative workflows.
• A proactive approach to problem-solving and process enhancement.
• A commitment to continuous learning about the Whatnot product and policies.
• Strong judgment skills to arrive at reasonable and defensible conclusions.
• Attention to detail and the ability to work collaboratively as part of a team.
• Excellent verbal and written communication skills.
• The ability to work independently with minimal supervision.
• A positive attitude and experience in managing teams.
• Strong multitasking capabilities.
- Compensation & Benefits
This salary range encompasses various levels applicable to the position, with the final salary determined by factors such as experience, skills, and expertise.
Please note that this range reflects base salary only, excluding benefits or equity in the form of stock options.
- Benefits (US Only)
• Comprehensive 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 fully sponsored by Whatnot for employees and dependents
• Work From Home Support
• Laptop provision and home office setup allowance
• Monthly allowances for cell phone, internet, food, and wellness
• Annual allowances for childcare and family planning expenses
• 401k offerings with employer matching contributions.
- Equal Opportunity Employer
We value diversity and do not discriminate based on 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 enhanced and our company culture is enriched when we support and respect the diverse skills and experiences within our workforce.
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