Marketplace Operations Workforce Specialist

🚀 Whatnot

Whatnot (YC W20) is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re one of YC’s top companies and one of the fastest growing marketplaces ever. We’re laser focused on creating an exceptional software company, team, and place to work. You can read our principles here.

Our mission: enable anyone to turn their passion into a business and bring people together through commerce. We’re building the future of ecommerce; an interactive community where creators can make a living off their passion.

Did we mention we’re growing? In January 2021, Whatnot had 10 ambitious employees. We started 2023 with 350+ employees and are continuing to grow. We’re hiring forward thinking problem solvers across all functional areas. We recruit thoughtfully, can adapt quickly, and are scaling fully remotely.

📈 Opportunity Size

The e-commerce experience has been static for 20+ years and is one of the largest opportunities for disruption in the startup space today. Livestream shopping is a $300B GMV market in China and has grown 100% YoY. Retail is a $5T market opportunity!

💻 Role

We are looking for a Marketplace Ops, Workforce Specialist to assist with reporting, schedule updates, and real-time support for our Customer Experience and Trust and Safety organizations. You have the capability to extract data from various sources and connect results to provide reporting on resource effectiveness. You are customer-centric and are able to guide day-to-day execution of plans to meet service goals. You also have experience working cross-functionally with product teams to gather pertinent subjective information for root cause data.

• Assist with tracking scheduling change requests and time-off processes for the CX and Trust and Safety organizations
• Assist with Workforce Management platform administration (Tymeshift, Verint)
• Assist with real-time monitoring when queues are sufficient to affect response time goals
• Data collection for established reporting (forecasting inputs, productivity, adherence)
• Building new reporting for analysis of KPIs where the need arises
• Follow guidelines for approval or denial of time-off requests submitted by CX and Trust and Safety agents

👋 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.

As our Workforce Specialist you should have:

• At least 1+ years of experience in Workforce Management or Data Analysis functions within a Customer Experience organization
• Bachelor’s degree (Comp. Sci., Data Science, Statistics) preferred but …