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Trust & Safety Team Lead, International

1 month ago

Dublin, Dublin City, Ireland Tbwa ChiatDay Inc Full time

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We're building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote co-located team, we operate out of hubs within the US, UK, Ireland, Poland, and Germany today.

We're innovating in the fast-paced world of live auctions from fashion, beauty, electronics to collectibles like trading cards, comic books, and even live plants. Whatnot has something for everyone.

And, we're growing. Whatnot has been one of the fastest growing marketplaces and we're hiring forward-thinking problem solvers across all functional areas.

The Trust & Safety 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. You'll take those insights and make Whatnot 1% better every day by partnering with cross-functional teams to fix gaps in our product or experience that negatively impact our customers. You will also be responsible for driving team productivity through performance metrics while delivering a quality experience, ensuring our users are getting a quick, quality experience.

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 enhance the user experience and business by understanding customer needs.
  • Other ad-hoc project work as the business requires.

Team members in this role are required to be within commuting distance of our Dublin, Ireland hub.

Qualifications
  • You have 5+ years of trust, risk and safety support operations experience, the majority of which spent managing team KPIs.
  • You are an experienced leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance.
  • You have driven operational excellence, quality improvements, and performance-managed multiple agents.
  • You are analytical and data-driven, with experience distilling large data sets to actionable insights.
  • You have proven experience successfully coordinating business critical escalations to resolution.
  • You are an owner, always looking for opportunities to better your work, team, product or customer experience.
  • You have strong judgment and are comfortable making tough decisions that balance the trade-off between quality and quantity.
  • You have knowledge of Zendesk, data platforms such as Sigma, and are familiar with Excel/Google Sheets (Knowledge of SQL preferred).
  • You have experience in startups, marketplaces, or e-commerce (preferred).
  • You have worked within multichannel support operations (chat, email, SMS, phone).
  • You have familiarity with working with large, diverse customer support, and operations organizations (preferred).
  • You have the flexibility to occasionally work evenings, holidays, and outside of the standard schedule.
  • You have fluency in either French or German languages, in addition to English (preferred).

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.

Benefits
  • Flexible 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 wellness allowance.
  • Annual allowance towards Childcare.
  • Lifetime benefit for family planning, such as adoption or fertility expenses.
  • Monthly allowance to dogfood the app.
  • 16 weeks of paid parental leave + one month gradual return to work.

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.

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