Role
The Trust & Safety Operations Team Lead is responsible for providing ongoing guidance and support to the Trust & Safety Operations team members at Whatnot. As a Team Lead, 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
- 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? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.
What they looking for:
- At least 4-6 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