Marketplace Operations Workforce Specialist

🚀 Whatnot

Whatnot (YC W20) is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re one of YC’s top companies and one of the fastest growing marketplaces ever. We’re laser focused on creating an exceptional software company, team, and place to work. You can read our principles here.

Our mission: enable anyone to turn their passion into a business and bring people together through commerce. We’re building the future of ecommerce; an interactive community where creators can make a living off their passion.

Did we mention we’re growing? In January 2021, Whatnot had 10 ambitious employees. We started 2023 with 350+ employees and are continuing to grow. We’re hiring forward thinking problem solvers across all functional areas. We recruit thoughtfully, can adapt quickly, and are scaling fully remotely.

📈 Opportunity Size

The e-commerce experience has been static for 20+ years and is one of the largest opportunities for disruption in the startup space today. Livestream shopping is a $300B GMV market in China and has grown 100% YoY. Retail is a $5T market opportunity!

💻 Role

We are looking for a Marketplace Ops, Workforce Specialist to assist with reporting, schedule updates, and real-time support for our Customer Experience and Trust and Safety organizations. You have the capability to extract data from various sources and connect results to provide reporting on resource effectiveness. You are customer-centric and are able to guide day-to-day execution of plans to meet service goals. You also have experience working cross-functionally with product teams to gather pertinent subjective information for root cause data.

• Assist with tracking scheduling change requests and time-off processes for the CX and Trust and Safety organizations
• Assist with Workforce Management platform administration (Tymeshift, Verint)
• Assist with real-time monitoring when queues are sufficient to affect response time goals
• Data collection for established reporting (forecasting inputs, productivity, adherence)
• Building new reporting for analysis of KPIs where the need arises
• Follow guidelines for approval or denial of time-off requests submitted by CX and Trust and Safety agents

👋 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 Workforce Specialist you should have:

• At least 1+ years of experience in Workforce Management or Data Analysis functions within a Customer Experience organization
• Bachelor’s degree (Comp. Sci., Data Science, Statistics) preferred but not required (applicable experience will be considered)
• Experience in a fast-paced environment, preferably a startup
• Experience working within Zendesk CRM and Sigma BI (WFM platforms such as Tymeshift or Verint is a plus)
• Ability to use spreadsheets (Excel, Google Sheets) at an intermediate level
• Exceptional written and verbal communication skills
• Sound business judgment, including using data to drive strategy and business action
• Ability to move remarkably fast with little structure and guidance

💰Compensation

For US-based applicants: $36.06-$40.87/hr + benefits + stock options

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 in the form of stock options.

🎁 Benefits

• Competitive base salary and stock options
• Unlimited Vacation Policy and Company-wide Holidays (including a spring and winter break)
• Health Insurance options including Medical, Dental, Vision, Life, Short term disability & Long term Disability
• Whatnot covers 99% of employee premium costs, and 75% of dependent care premiums for Medical
• Dental and Vision sponsored 100% by Whatnot for employees and dependents
• Work From Home Support
• Laptop provided by Whatnot and home office setup allowance
• $450 work-from-anywhere quarterly allowance for cell phone and internet
• Care benefits
• $1,350 quarterly allowance on food
• $1,500 quarterly allowance for wellness
• 16 weeks Paid Parental Leave and gradual return to work
• $5,000 annual allowance towards Childcare
• $20,000 lifetime benefit for family planning, such as adoption or fertility expenses
• Professional Development
• $2,000 annual benefit to invest in your professional development
• 401k offering for Traditional and Roth accounts provided by Betterment
• Employer matching contributions of 100% of up to 4% of contributions on base salary.

💛 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.