Whatnot · 6 hours ago
Trust & Risk Team Lead
Phoenix, AZ
Full-time
Hybrid
Mid, Senior Level
$90K/yr - $100K/yr
4+ years expWhatnot is the largest live shopping platform in North America and Europe, redefining e-commerce through community and entertainment. As a Team Lead, you will manage a pod of appeals specialists, ensuring fair and consistent outcomes in the appeals process while improving user trust and policy clarity.
CollectiblesE-CommerceInformation TechnologyMarketplaceTrading Platform
Responsibilities
Manage an appeals pod (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 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 stand up the Appeals operating model: roles, SLAs, triage taxonomy, and weekly rhythm (calibration, case council)
Define decision templates and evidence standards; 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, First Touch Response, and partner with decision quality team to ensure decision quality of appeals specialists is tracked and goaled
Publish weekly insights and root-cause themes; drive fixes with Ops, Policy, Product, and Legal
Contribute requirements to tooling (appeals intake, evidence checklists, audit trails, alerts) and lightweight automation
Train frontline teams on appeals standards and comms; certify readiness and spot-check adoption
Coordinate change management for new policies/features and volume spikes; maintain user-facing macros/templates that reflect policy
Qualification
Required
4+ years in Trust & Safety, Risk Ops, Support Ops, or Quality; 2+ years leading operators or specialists
Hands-on experience with re-review/appeals or escalations; strong judgment on edge cases and evidence
Analytical; comfortable with spreadsheets/Sigma (SQL preferred) and actionable dashboards
Excellent communicator across Ops, Policy, Product, Data, and Legal; strong enablement and documentation habits
Growth mindset; balances speed, fairness, and compliance in a fast-moving environment
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
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 up to 4% of base salary) and Pension plans internationally
Monthly allowance to dogfood the app
Parental Leave
16 weeks of paid parental leave + one month gradual return to work
Company
Whatnot
Whatnot is a livestream shopping platform for buying and selling products.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$974.7MKey Investors
CapitalGY Combinator Continuity FundAndreessen Horowitz
2025-10-28Series F· $225M
2025-01-08Series E· $265M
2022-07-21Series D· $260M
Leadership Team
Jeff Chang
Director of Engineering, Head of Growth
Recent News
Global Cosmetics News
2025-12-31
2025-12-26
2025-12-25
Company data provided by crunchbase