This role is ideal for a seasoned engineering leader with at least 8 years of experience, including 3+ years managing teams of 6–12 engineers. You should have a
Work type: onsite
Location: San Francisco, CA | New York, NY | Los Angeles, CA | Seattle, WA
Salary: $245,000 – $290,000/yr
Type: Full-time
This role is ideal for a seasoned engineering leader with at least 8 years of experience, including 3+ years managing teams of 6–12 engineers. You should have a strong background in both product development and backend scaling, particularly within marketplaces or e-commerce. Because the team focuses on "Seller-Provided Support," you need to be comfortable bridging the gap between technical strategy and user experience to reduce operating costs like refunds. The compensation is highly competitive ($245k–$290k base) and comes with a robust benefits package, including a 4% 401k match and unique "dogfooding" stipends to use the app. While categorized as on-site, the company offers a "remote co-located" model, providing flexibility as long as you can commute to one of their major hubs (San Francisco, NYC, LA, or Seattle) for collaborative sessions. **You might be a good fit if you:** * Have successfully led high-growth teams at the intersection of payments, messaging, or logistics. * Enjoy being a "builder" manager who can still lead system design and make pragmatic technical trade-offs. * Thrive in high-stakes environments where engineering decisions directly impact the bottom line (e.g., refund rates and CSAT). * Are excited about live shopping and the future of community-driven commerce.
## 🚀 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://a16z.com/marketplace-100/) and were recently named the [#1 Best Startup Employer in America](http://google.com/search?q=%231+forbes+startup+employer&oq=%231+forbes+startup+employer&gs_lcrp=EgZjaHJvbWUyBggAEEUYOTIGCAEQRRg9MgYIAhBFGD0yBggDEEUYQDIGCAQQRRhAMgYIBRBFGEDSAQg1NzM0ajBqMagCALACAA&sourceid=chrome&ie=UTF-8) 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.
## 💻 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
People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it.
In addition to embodying [our cultural principles](https://www.whatnot.com/careers), great leadership candidates will also have:
## 🎁 Benefits
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.