Whatnot
Trust & Risk
Trust&RiskTeamLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Trust & Risk Team Lead at Whatnot. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Manage a pod of agents and specialists. supporting the scaling of our operational framework within Trust & Risk”
What You'll Achieve.
improves user trust; reduces wrongful enforcement; closes the loop on policy clarity; Time to Resolve; First Touch Response; decision quality of appeals specialists is tracked and goaled
Industry & Context.
problem-solving
Team members in this role must live within commuting distance of our Phoenix, AZ hub, Weekend availability is required (one day)
What They're Looking For.
Must Have
4+ years in Trust & Safety, Risk Ops, Support Ops, or 2+ years leading operators or specialists, Hands-on experience with re-review/appeals or judgment on edge cases and evidence, comfortable with spreadsheets/Sigma (SQL preferred) and actionable dashboards, Excellent communicator across Ops, Policy, Product, Data, and enablement and documentation habits, Growth balances speed, fairness, and compliance in a fast-moving environment, Weekend availability is required (one day)
What You'll Do.
Manage a pod of agents and specialists
supporting the scaling of our operational framework within Trust & Risk
run day-to-day triage and re-review workflows
set evidence standards
partner cross-functionally to ensure fair
and consistent outcomes
Manage an agent & specialist pod of ~10 direct reports (hiring input
Own daily execution: intake/triage
and timely resolutions across priority queues
Handle high-severity or sensitive approve exceptions and ensure conflict-of-interest controls
Take the lead on high severity incidents in an area of expertise
Be the go-to expert for your area of focus
and be able to provide recommendations for escalations or questions from anyone in the company
Help scale our operating model: roles
and weekly rhythm (calibration
Define decision templates and evidence maintain playbooks and version-controlled guidance
Establish escalation paths (Policy/Legal/Product) and criteria for reinstatement vs. uphold decisions
Partner with Data to instrument dashboards and track Time to Resolve
and partner with decision quality team to ensure decision quality of appeals specialists is tracked and goaled
Publish weekly insights and root-cause drive fixes with Ops
Contribute requirements to tooling (appeals intake
alerts) and lightweight automation
Train frontline teams on operational standards and certify readiness and spot-check adoption
Coordinate change management for new policies/features and volume maintain user-facing macros/templates that reflect policy
How You'll Work.
Team & Collaboration
partner cross-functionally; Partner with Data; partner with decision quality team; drive fixes with Ops, Policy, Product, and Legal; Train frontline teams
Communication Scope
Excellent communicator across Ops, Policy, Product, Data, and enablement and documentation habits
Process & Methodology
resource planning
Full Job Description
🚀 JOIN THE FUTURE OF COMMERCE WITH WHATNOT! Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops. As a remote co-located team, we're inspired by our values https://www.whatnot.com/careers and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact. We're one of the fastest growing marketplaces https://www.nytimes.com/2025/10/28/business/dealbook/whatnot-livestream-shopping-fundraise.html and were recently named the #1 Best Startup Employer in America https://www.forbes.com/lists/americas-best-startup-employers/ by Forbes. Check out the latest Whatnot updates on our news https://blog.teamwhatnot.com/ and engineering blogs https://medium.com/whatnot-engineering and join us as we enable anyone to turn their passion into a business and bring people together through commerce. 💻 THE ROLE As Team Lead, you’ll manage a pod of agents and specialists while supporting the scaling of our operational framework within Trust & Risk. You’ll run day-to-day triage and re-review workflows, set evidence standards, and partner cross-functionally to ensure fair, fast, and consistent outcomes. Your work improves user trust, reduces wrongful enforcement, and closes the loop on policy clarity. Lead & operate - Manage an agent & specialist pod of ~10 direct reports (hiring input, onboarding, coaching, performance). - Own daily execution: intake/triage, evidence gathering, second-level review, and timely resolutions across priority queues. - Handle high-severity or sensitive appeals; approve exceptions
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