Social Support & Insights Manager / Associate

🚀 Whatnot

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.

💻 Role

As the Social Support & Insights Manager on the Communications Team, you will represent the voice of our users, playing a critical role in managing Whatnot's brand and reputation across social media. You’ll be responsible for responding to customer inquiries, resolving issues, and ensuring a positive customer experience. Additionally, you’ll identify sentiment trends and uncover the root causes of customer issues, providing valuable insights to enhance our product and processes.

• Respond to Customers: Proactively respond to questions, defend the brand, and educate customers across social media channels (Twitter, Facebook Groups, App Store Reviews, Instagram, and others).
• Understand the User Journey: Identify and surface emerging trends and understand the root causes of customer issues. Provide valuable insights to improve the customer experience, as well as our product and internal processes.
• Reporting & Tracking: Assist in compiling reports that monitor key metrics, such as sentiment analysis, issue volumes, and voice-of-customer quotes across channels.
• Customer Education: Participate in projects that educate customers about our product, ensuring they are informed about key features and empowered to have a better user experience.
• Collaborate with Teams: Work with cross-functional teams to align on messaging, provide timely solutions, and escalate complex or critical issues to ensure appropriate and prompt resolution.
  
  

Team members in this role are required to be within commuting distance of our New York, San Francisco, Phoenix, or Los Angeles hubs.

👋 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 Social Support & Insights Manager, you should have 4 years of overall customer support experience, including at least 3 years in social media support, plus:

• Experience working in a high-growth startup, comfortable with rapid change and scaling processes.
• Excellent written communication skills, with the ability to respond clearly and empathetically across multiple social channels.
• Passionate about resolving customer issues, resourceful in finding solutions, and able to handle complex challenges.
• Experience in data analysis, insights, and reporting, with the ability to track trends, monitor performance metrics, and provide actionable feedback to improve processes.
• Strong empathy for customer perspectives, with the ability to respond with care and patience.
• Skilled at prioritizing tasks in a fast-paced environment, addressing critical issues first.
• Proactive and comfortable working in a small team environment, taking initiative without constant direction.
• Familiar with tools like Sprinklr or similar platforms for managing social media support.
• Able to work cross-functionally with CX, Trust & Safety, and product teams to ensure alignment and timely issue resolution.
  
  

💰Compensation

$100,000/year to $140,000/year benefits equity.

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.

🎁 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
• Home office setup allowance
• Monthly allowance for cell phone and internet
• Care benefits
• Monthly allowance on both food and wellness
• Annual allowance towards Childcare
• 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
• Monthly allowance to dogfood the app
• 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.