Senior Manager, Social Support & Insights

🚀 Whatnot

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, and as a remote-first team, we operate out of hubs within the US, Canada, Ireland, UK, and Germany today.

We’re 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, we’re growing. Whatnot has been the fastest growing marketplace in the US over the past two years and we’re hiring forward-thinking problem solvers across all functional areas.

💻 Role

The Communications team is seeking an experienced and dynamic Senior Manager, Social Support & Insights to lead the team that is responsible for ensuring a supportive experience for our community across various social media channels and relaying critical feedback gained to the relevant internal teams to ensure we are constantly improving for our sellers and buyers.

The Social Support & Insights team is a hybrid of both the Social and Community functions with an emphasis on finding new ways to support our community where they are, create content that is informative and educational for product announcements and commonly seen issues, and continue to build out the systems we use to ensure we are providing the right level of care across multiple platforms. This person will also work closely with the Community, CX, Trust & Safety, and Product teams to collect valuable insights into our community to ensure we are constantly improving for our sellers and buyers. 

This role reports into the VP, Communications. 

In this role you will:

• Design & implement high-impact initiatives that improve the social support experience for customers
• Immerse yourself in the community - across Discord, Reddit, Facebook Groups, Instagram, and others - and deeply understand our customers
• Create plans to not only ensure questions from the community are answered on social channels but that external feedback is communicated to relevant internal stakeholders in order for them to act on as needed
• Develop weekly social listening reports that highlight themes across all channels, major incidents that impacted support queues, general sentiment, and key voice of the customer quotes
• Establish social customer support channels on relevant social platforms and create processes to ensure we are providing excellent customer support across all social platforms 
• Refine our social customer support workflows: guidelines including response times, tone of voice, and escalation paths
• Build foundational tactics to communicate a better understanding of our product offerings and policies 
• Be the subject matter expert for the best support practices acquired internally and externally
• Drive continuous efforts to improve social support infrastructure and processes

👋 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. 

As our next Senior Manager, Social Support & Insights, you should have 7+ years of experience in consulting, operations, or strategy-related role at a fast-growing startup, plus:

• Experience in customer experience strategy or analytical functions such as: User Insights, Product Operations, Social Support, CX Operations, or Voice of the Customer
• Demonstrated leadership skills with experience managing, mentoring, and developing high-performing teams  
• Proven track record of leading cross-functional initiatives across a large number of stakeholders and projects 
• Experience building and documenting efficient processes/SOPs at a scaling startup 
• Strong data analysis skills, with proven success relying on data to inform ops/support decisions
• Persuasive written and verbal communication skills with the ability to distill complex data and ideas into understandable and persuasive concepts 
• Experience with process optimization, program management, customer support strategy or quality assurance project ownership
• A proactive approach as a ‘builder’ who thrives operating on small teams and will get in the weeds to produce results in a highly ambiguous environment

💰Compensation

For US-based applicants: $155,000/year to $200,000/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

• 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
  • $1,000 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
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• 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.