Trust & Risk Team Leader - Remote

Overview

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, whether working remotely or from one of our offices. We are building a team that has experience from top tech, retail and payments platforms in the world.

In Short

• Lead team performance and drive results in team productivity, quality, and customer experience.
• Manage, coach, encourage, and be responsible for the performance and culture of a team of agents.
• Maintain functional knowledge of, and act as a subject matter expert of processes, product, and projects related to day-to-day operations.
• Drive accountability on policies and other guidelines.
• Manage T&S incidents on the platform.
• Create new and use existing reporting to identify areas to improve performance metrics and productivity.
• Build a culture of insights generation to improve product, process, experience and overall business.
• Identify and report on trends early and often.
• Partner with training and content to reinforce compliance with new launches, processes, and policies.
• Address and resolve critical issues from partners and other teams.

Requirements

• 5+ years of support operations experience managing support KPIs such as CSAT.
• A leader with a strong desire and natural ability to motivate a team.
• Experience in driving operational excellence and quality improvements.
• Analytical and data-driven, with experience distilling large data sets to actionable insights.
• Strong judgment and comfortable making tough decisions.
• Knowledge of Zendesk, Sigma, and familiarity with Excel/Google Sheets.
• Experience in startups, marketplaces, or e-commerce preferred.
• Familiarity with multichannel support operations.
• Flexibility to occasionally work evenings, holidays, and outside of standard schedule.

Benefits

• Flexible Time off Policy and Company-wide Holidays.
• Health Insurance options including Medical, Dental, Vision.
• Work From Home Support with allowances for home office setup.
• Care benefits including monthly allowances for food and wellness.
• Retirement; 401k offering with employer match.
• Parental Leave with 16 weeks of paid leave.