Senior Systems Administrator, Operations (Zendesk/Salesforce) at whatnot

This role is designed for a seasoned operations specialist with over 8 years of experience, specifically focused on scaling customer support infrastructure. The

Work type: onsite

Location: Los Angeles, CA | San Francisco, CA | Phoenix, AZ | New York, NY

Salary: $150,000 – $210,000/yr

Type: Full-time

Summary

This role is designed for a seasoned operations specialist with over 8 years of experience, specifically focused on scaling customer support infrastructure. The ideal candidate has mastered Zendesk administration at an enterprise level—managing thousands of agents across multiple global sites—and possesses the technical chops (SQL, Python, APIs) to bridge the gap between business needs and engineering execution. The compensation is highly competitive ($150k–$210k), and the benefits package is standout, featuring a 4% 401k match, extensive family planning coverage, and a "dogfooding" budget to buy/sell on the platform. While the team is "remote co-located," you must live within commuting distance of their hubs in LA, SF, Phoenix, or NYC for periodic in-person collaboration. **You might be a good fit if you...** * Have lead-level experience managing Zendesk for a massive, multi-site workforce (BPO/offshore experience is key). * Can write your own scripts (Python/JS) and queries (SQL) rather than just clicking buttons in a UI. * Thrive in a high-growth environment where you balance long-term roadmap planning with daily troubleshooting. * Understand the nuances of post-purchase operations, including Trust, Risk, and Quality Assurance.

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://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

The Senior Systems Administrator plays a critical role in building, maintaining, and scaling the systems that power Whatnot’s post-purchase support experience. This role partners closely with Operations, Product, Engineering, and Support teams to ensure our tools and workflows enable high-quality, efficient support for buyers and sellers as the platform grows. In this role, you will:

• Own the administration, configuration, and ongoing improvement of post-purchase support systems, including Zendesk and related tooling across Customer Experience and Trust & Risk, supporting thousands of agents across our in-house team and multiple vendors

• Ensure systems are configured to support operational workflows, user experience requirements, and evolving business needs

• Partner with operations and business stakeholders to translate short- and long-term requirements into scalable system solutions and a product roadmap

• Manage integrations between Zendesk and other internal systems to ensure data accuracy, reliability, and end-to-end visibility

• Monitor vendor relationship and system performance, troubleshoot issues, and drive timely resolution to minimize disruption to support operations

• Design, document, and maintain workflows, automations, permissions, and reporting to improve efficiency and consistency

• Support system releases and enhancements, including testing, documentation, training, and change management

• Identify opportunities to improve tooling, processes, and system architecture to support scale, reliability, and high-quality user support

## 👋 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. As our Senior Systems Administrator, you bring strong technical expertise and an operations mindset, and you enjoy working closely with business and support teams to build systems that enable high-quality user experiences. You should have 8+ years of experience in Customer Support systems administration, plus:

• Proven experience leading administration of Zendesk and 1+ other customer support platform (e.g., Salesforce Service Cloud, Intercom) at scale, supporting thousands of internal and off-shore agents across 4+ sites (system certifications preferred)

• Solid understanding of post-purchase operations, including Customer Experience, Trust & Risk, WFM, and QA use cases

• Experience managing system integrations, configuring APIs, data flows, and automations by working with internal tooling partners

• Strong technical skills, including proficiency in HTML, JavaScript, JSON, SQL, and Python

• Ability to gather requirements from non-technical stakeholders and translate them into scalable system solutions

• Strong troubleshooting skills and comfort managing day-to-day system operations and incidents

• Detail-oriented mindset with a focus on system configuration, permissions, governance, and data integrity

• Strong documentation and communication skills, with the ability to support training and change management

• Comfort balancing strategic improvements with hands-on execution in a high-growth environment

• 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

• All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).

• Parental Leave

• 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

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.

View this job on nocollar jobs