Note: The job is a remote job and is open to candidates in USA. Whatnot is the largest livestream shopping platform in North America and Europe, enabling users to buy, sell, and discover products across various categories. The Manager of Fraud Operations will lead a remote team focused on improving customer experience and driving process improvements while analyzing and resolving fraud-related issues.
Responsibilities
- Lead, empower, coach and deliver high performance from a team of operators and team leads
- Set the vision and culture for your team by fostering a singular focus on improving customer experience
- Establish team goals and work with direct reports on strategies for executing, tracking progress and sharing results. Consistently leverage data to drive impact on overall agent performance
- Provide oversight and help the team deliver projects involving analysis, process improvement, and strategy development, while working directly with global cross-functional teams to drive innovative solutions
- Identify concrete fraud insights, suggest recommendations, and advise operations/product strategy through effective communication and influence
- Own end-to-end resolution of incidents ranging from fraud spikes to capacity shortages
Skills
- A deep understanding and passion for delivering best-in-class support
- 4+ years of experience in managing and developing teams and leaders
- 5+ years of experience in the service industry, customer support, or in a high-volume and extremely fast-paced environment
- Passion for and commitment to team development
- Experience managing and influencing team strategy, and driving process improvement
- Experience with improving customer experience through innovation and championing the customer's voice
- Demonstrated success in presenting data (qualitative and quantitative) in a clear and compelling manner that inspires action
- Excellent communication skills, written, oral, and interpersonal
Benefits
- Generous Holiday and 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
- Monthly allowance for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- 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
- 16 weeks of paid parental leave + one month gradual return to work \•company leave allowances run concurrently with country leave requirements which take precedence.
Company Overview
Whatnot is a livestream shopping platform for buying and selling products. It was founded in 2019, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.whatnot.com.