This role is designed for a seasoned engineering leader with at least 8 years of experience, including 3+ years managing teams of 6–12 engineers. The ideal cand
Work type: onsite
Location: San Francisco, CA
Salary: $245,000 – $290,000/yr
Type: Full-time
This role is designed for a seasoned engineering leader with at least 8 years of experience, including 3+ years managing teams of 6–12 engineers. The ideal candidate has a strong background in product-facing engineering and is comfortable leading a full-stack squad. You should have a "builder" mindset—equally capable of driving high-level technical strategy and diving into system design for complex backend integrations involving payments, messaging, and logistics. The compensation is highly competitive, ranging from $230,000 to $260,000 base plus equity. While the role is tied to major hubs like San Francisco, NYC, Los Angeles, or Seattle, the company offers a "remote co-located" model with generous perks, including a dogfooding budget to use the platform, home office allowances, and a 4% 401k match. This is a high-impact position focused on scaling "Seller-Provided Support" to reduce refunds and increase trust during a period of 6x volume growth. **You might be a good fit if you...** * Have successfully scaled backend systems and led end-to-end product UX in a fast-paced marketplace or e-commerce setting. * Thrive in "zero-to-one" environments where you need to translate ambiguous business goals into robust technical roadmaps. * Are comfortable acting as a technical lead when needed, making pragmatic trade-offs between speed and quality. * Want to own business outcomes (like refund rates and CSAT) rather than just "shipping code."
## 🚀 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.
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## 💻 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](https://www.whatnot.com/careers#:~:text=time%20and%20schedule.-,Our%20Principles,-Be%20part%20of), great candidates will also have:
For Full-Time (Salary) US-based applicants:$X230,000/year to $260,000/year + benefits + equity.
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.
## 🎁 Benefits
## 💛 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.