Engineering Manager, Customer Experience & Operations

🚀 Join the Future of Commerce with Whatnot!

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Germany, Ireland, Poland, and Australia, we’re building the future of online marketplaces –together.

From fashion, beauty, and electronics to collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone.

And we’re just getting started! As one of the fastest growing marketplaces, we’re looking for bold, forward-thinking problem solvers across all functional areas. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business, and bring people together through commerce.

💻 Role 

Customer Experience & Operations is critical for Whatnot’s rapid growth as support volume rose by 6x last year alone. Within CX, Seller-Provided Support (SPS) is the top priority: it builds seller ⇄ buyer trust and reduces one of our largest operating expenses — refunds.

You will own scaling SPS to all Whatnot sellers, leading a full-stack team at the intersection of high business impact, technical complexity, and excellent product UX. Partnering closely with Product, Design, and platform teams, you’ll lead the design of scalable systems integrating with messaging, payments, and logistics, and build the intelligent tooling sellers need to resolve post-purchase issues.

This role is end-to-end: you’ll own business outcomes, technical strategy, and execution to a cohesive UX experience. Success looks like wide SPS adoption, measurable refund rate reduction, strong CSAT, and a growing team delivering with speed and quality. This role can expand broadly across CX as we build a world-class, intelligent support platform for one of the fastest-growing marketplaces in the US.

We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our New York City, San Francisco, Los Angeles or Seattle hub.

👋 You 

Curious about who thrives at Whatnot? We’ve found that low ego and a growth mindset, while leaning into action, details, and impact goes a long way here.

In addition to embodying our cultural principles, great leadership candidates will also have:

• 8+ years in product or platform engineering, with 3+ years managing teams (6–12 engineers).

• Product development leadership: Proven track record of building high-impact, end-to-end product experiences and scaling backend systems.

• Product instinct: Ability to translate strategic user and business problems into robust technical systems and delightful product experiences.

• Builder mindset: Able to act as the team’s technical lead when needed — lead system design, make pragmatic trade-offs, and drive holistic execution.

• Team leadership: Track record of growing engineering teams that deliver complex, large-scale products with speed and quality.

• Ownership & execution: Owns outcomes end-to-end, thrives in ambiguity, and unblocks the team across business, technical, and operational challenges.

• Nice to have (optional): Experience with messaging systems, or support platforms; familiarity with Python/Elixir/Postgres.

🎁 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 for 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 u