Trust and Safety Team Lead, International

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops. As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact. We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. The Trust & Risk team is responsible for driving the best possible user experience through process improvement, order management, and problem-solving. As a leader of this team, you will be responsible for ensuring that our team of agents dig into every ticket to the lowest level of detail so they can best solve customer issues and provide critical user insights to the business.

Responsibilities

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 by reviewing Sigma & Zendesk metrics regularly; 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; Identify and call out areas of opportunity for Whatnot, helping improve or develop new processes to improve the user experience and business by understanding customer needs; Other ad-hoc project work as the business requires

Requirements

5+ years of trust, risk and safety support operations experience, the majority of which spent managing team KPIs; Experienced leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance; Driven operational excellence, quality improvements, and performance-managed multiple agents; Analytical and data-driven, with experience distilling large data sets to actionable insights; Proven experience successfully co-ordinating business critical escalations to resolution; Owner mentality, always looking for opportunities to better your work, team, product or customer experience; Strong judgment and comfortable making tough decisions that balance the trade-off between quality and quantity; Knowledge of Zendesk, data platforms such as Sigma, familiar with Excel/Google Sheets; Worked within multichannel support operations (chat, email, SMS, phone); Flexibility to occasionally work evenings, holidays, and outside of standard schedule; Customer service mentality with passion to reach the best possible outcome

Nice to have

Knowledge of SQL; Experience in startups, marketplaces, or e-commerce; Familiarity with working with large, diverse customer support, and operations organisations; Fluency in either French or German languages, in addition to English

Benefits

Generous Holiday and Time off Policy; 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 for wellness; Annual allowance towards Childcare; Lifetime benefit for family planning, such as adoption or fertility expenses; Pension plans internationally; Monthly allowance to dogfood the app; 16 weeks of paid parental leave + one month gradual return to work; Offers Equity