Trust and Safety Team Lead - International

About Whatnot

Whatnot stands as the foremost live shopping platform in North America and Europe, empowering users to buy, sell, and explore diverse interests including trading cards, fashion, electronics, and live plants. Our sellers cultivate genuine businesses across numerous categories, pioneering live commerce in Western markets without precedent. Our remote yet co-located teams span hubs in the US, UK, Ireland, Poland, Germany, and Australia, driven by our core values, rapid innovation, user-centric focus, and high-impact work approach.

Role Overview

As the Trust & Risk Team Lead, you will helm a team responsible for enhancing user experience through refined processes, order oversight, and problem resolution. You will guide agents to examine every customer inquiry meticulously, extract vital user insights, and collaborate cross-functionally to continuously enhance Whatnot's offerings by addressing product or user experience shortcomings. Your leadership will also focus on optimizing team productivity, performance metrics, and ensuring users receive prompt, high-quality support.

Primary Duties

• Lead team-wide performance management focusing on productivity, quality, and superior customer service.
• Coach and manage a team of agents cultivating a positive and productive culture.
• Maintain deep operational knowledge and act as a subject matter expert on processes, projects, and products related to daily functions.
• Enforce compliance with company policies and standards effectively.
• Handle Trust & Safety incidents and ensure swift resolution.
• Utilize and create reports to identify opportunities for improving productivity and performance metrics.
• Promote a culture focused on generating insights for product, process, experience, and business enhancement through routine analysis of Sigma and Zendesk data.
• Detect and communicate emerging trends proactively.
• Collaborate with training teams to support adherence to new launches, processes, and policy implementations.
• Resolve critical partner and cross-team issues promptly.
• Identify areas for enhancement and recommend process improvements to enrich user experience and business outcomes.
• Manage additional projects as required by business needs.

Candidate Profile

• Brings over 5 years of experience in trust, risk, and safety operations, predominantly focused on leading teams and managing KPIs.
• Demonstrates strong leadership with aptitude for motivating teams, achieving goals, and fostering career development.
• Experienced in driving operational excellence, enhancing quality, and managing multiple agents' performance.
• Has strong analytical skills and is adept at transforming complex datasets into actionable business insights.
• Proven track record in resolving high-stakes escalations effectively.
• Possesses a proactive ownership mentality with continuous improvement focus.
• Exhibits sound judgment in balancing quality and efficiency during decision-making.
• Familiar with Zendesk, Sigma data tools, Excel/Google Sheets; knowledge of SQL is a plus.
• Preferably has experience in startups, marketplaces, or e-commerce settings.
• Experienced with multichannel support including chat, email, SMS, and phone.
• Preferred background working with large and diverse support and operations teams.
• Flexible to occasionally work evenings, holidays, or outside normal hours.
• Fluency in English plus either French or German is advantageous.

Additional Details

This position requires the incumbent to reside within commuting proximity of our Dublin, Ireland hub.

Benefits

• Generous holiday and paid time off policy.
• Comprehensive health insurance options including medical, dental, and vision coverage.
• Work-from-home support including home office setup allowance.
• Monthly allowances for cellphone, internet, wellness, and childcare support.
• Lifetime family planning benefits covering adoption and fertility expenses.
• International pension contributions.
• Monthly budget for product usage to deepen understanding of the platform.
• Parental leave package offering 16 weeks paid leave plus a gradual return to work over one month, aligning with country-specific regulations.

Equal Opportunity Employer Statement

We are committed to fostering diversity and inclusion, valuing all backgrounds and identities without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran or parental status, disability, or other protected characteristics.

Compensation

The annual salary range for this role is €63,000 to €70,000.