Training Facilitator, Trust & Risk at whatnot

This role is ideal for a mid-level training professional with at least 3 years of experience in Trust & Risk operations or frontline operational training. You s

Work type: onsite

Location: Phoenix, AZ

Salary: $70,000 – $75,000/yr

Type: Full-time

Summary

This role is ideal for a mid-level training professional with at least 3 years of experience in Trust & Risk operations or frontline operational training. You should be a "hands-on" facilitator who thrives in high-growth startup environments where policies change quickly. Since this position requires consistent in-person delivery for new hire onboarding, you must be based in Phoenix, AZ. The compensation is competitive at $70k - $75k, supplemented by a robust benefits package that includes a 4% 401k match, childcare allowances, and family planning benefits. While the role is on-site in Phoenix, the company culture emphasizes flexibility through home office setup stipends and monthly allowances for wellness, "dogfooding" the app, and tech expenses. **You might be a good fit if you:** * Have a background in e-commerce or marketplace Trust & Safety operations. * Are comfortable teaching and presenting even when training materials are still evolving. * Are proficient with Zendesk, Sigma, and Google Sheets. * Are willing to work occasional non-standard hours or holidays to meet training demands.

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 Training Facilitator will play a crucial role in the success of agents within our Trust and Risk team. This role will focus on onboarding new agents and occasionally training tenured agents, ensuring they are equipped with the knowledge, skills and confidence to succeed in their roles. You will be responsible for delivering high-impact training, tracking progress, and supporting managers to ensure a successful transition from training to daily agent operations.

• Coordinate all aspects of training sessions, including scheduling, logistics, and materials preparation.

• Deliver comprehensive and engaging onboarding training sessions to agents, ensuring they are equipped with the necessary skills and knowledge to succeed in their roles.

• For onboarding programs, work with Managers to monitor new agents’ performance and ensure a smooth transition from the onboarding program to full productivity as agents.

• Partner closely with Trust and Risk teams to proactively identify learning or knowledge gaps. Work collaboratively to close these gaps quickly and efficiently to ensure agents meet performance expectations.

• Regularly audit and update training materials to ensure they are aligned with the latest SOPs, policies, and procedures.

• Track and evaluate the success of training programs using key performance indicators (KPIs) such as early performance metrics.

• This role focuses on onboarding and training new hire agents and requires continuous, in-person delivery due to the nature of the work.

## 👋 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.

We’re seeking a hungry individual looking to continue their career in a fast-paced, rapidly changing environment. Someone willing to take on any role or task, learn new skills, and be a part of building a great company.

• 3+ years of hands-on experience in Trust & Risk operations or delivering training for frontline operational teams.

• Prior experience with eLearning software, Zendesk, data platforms such as Sigma, familiar with excel/google Sheets

• You have familiarity with working with large, diverse operations organizations (preferred)

• You have experience in startups, marketplaces, or e-commerce (preferred)

• Understanding of industry learning trends and best practices, adult learning theory, and instructional design principles

• Proven ability to operate effectively in fast-paced, ambiguous environments with frequently changing priorities and operational needs.

• Highly agile and adaptable: comfortable facilitating training even when content is still evolving, able to quickly absorb new information, and willing to step in and deliver rather than waiting for perfect clarity or full documentation.

• Demonstrated willingness to learn in real time, iterate quickly, and improve training as policies and processes mature

• Flexibility to occasionally work non-standard hours, holidays, or adjusted schedules to meet operational training needs.

• You are based in Phoenix, AZ

• 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.

## 💛 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.

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