Social Support & Insights Associate, Whatnot
$100-110k
Plus equity
Live stream platform & marketplace
Job no longer available
Live stream platform & marketplace
1001+ employees
Job no longer available
$100-110k
Plus equity
1001+ employees
Company mission
To enable anyone to turn their passion into a business and bring people together through commerce.
Role
Who you are
- As our next Social Support & Insights Manager, you should have 4+ years of overall customer support experience, including at least 3 years in social media support
- Experience working in a high-growth startup, comfortable with rapid change and scaling processes
- Excellent written communication skills, with the ability to respond clearly and empathetically across multiple social channels
- Passionate about resolving customer issues, resourceful in finding solutions, and able to handle complex challenges
- Experience in data analysis, insights, and reporting, with the ability to track trends, monitor performance metrics, and provide actionable feedback to improve processes
- Strong empathy for customer perspectives, with the ability to respond with care and patience
- Skilled at prioritizing tasks in a fast-paced environment, addressing critical issues first
- Proactive and comfortable working in a small team environment, taking initiative without constant direction
- Familiar with tools like Sprinklr or similar platforms for managing social media support
- Able to work cross-functionally with CX, Trust & Safety, and product teams to ensure alignment and timely issue resolution
What the job involves
- As the Social Support & Insights Manager on the Communications Team, you will represent the voice of our users, playing a critical role in managing Whatnot's brand and reputation across social media
- You’ll be responsible for responding to customer inquiries, resolving issues, and ensuring a positive customer experience
- Additionally, you’ll identify sentiment trends and uncover the root causes of customer issues, providing valuable insights to enhance our product and processes
- Respond to Customers: Proactively respond to questions, defend the brand, and educate customers across social media channels (Twitter, Facebook Groups, App Store Reviews, Instagram, and others)
- Understand the User Journey: Identify and surface emerging trends and understand the root causes of customer issues. Provide valuable insights to improve the customer experience, as well as our product and internal processes
- Reporting & Tracking: Assist in compiling reports that monitor key metrics, such as sentiment analysis, issue volumes, and voice-of-customer quotes across channels
- Customer Education: Participate in projects that educate customers about our product, ensuring they are informed about key features and empowered to have a better user experience
- Collaborate with Teams: Work with cross-functional teams to align on messaging, provide timely solutions, and escalate complex or critical issues to ensure appropriate and prompt resolution
Our take
Live shopping is changing the way people engage with eCommerce and Whatnot is one of the key platforms driving this shift. The company operates across the US, UK, and Europe, where millions of people connect each day to buy, sell, and build communities around shared interests.
Founded in 2019, Whatnot allows real-time auctions where buyers can watch sellers showcase products and share their expertise, creating a more interactive and personal shopper experience. Sellers include individual creators and small businesses who use live shows to reach audiences and grow their online presence.
As of 2025, the company reports over $6B in sales, with sellers earning significantly more on average than other major marketplaces. And with a range of investor support, Whatnot is committed to developing new ways to make online shopping more social and community-driven.
Steph
Company Specialist at Welcome to the Jungle
Meet the team
Jon Malkemus, VP Product Design
Insights
54% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2025
$225m
SERIES F
Jan 2025
$265m
SERIES E
Total funding: $974.2m
Company benefits
- Wellness: Health, dental, vision, and life insurance plans. We also cover some of the cost for your dependents as well.
- Compensation: Generous compensation, including a competitive base salary and equity. Whatnot offers monthly reimbursement for internet and phone costs, along with a one-time home office set-up allowance. Whatnot offers a pension plan and matches employee contributions of up to 4% of the employee’s base salary.
- Recharge: Whatnot gives you the freedom to take time off as you see fit. And, we take company-wide Winter and Summer breaks so we can recharge. Whatnot provides a monthly allowance for wellness expenses. We know that to take care of our customers, we have to take care of ourselves. Supplemental health and life insurance coverage comes standard at Whatnot. 16 weeks of paid parental leave, and an additional one-month gradual return-to-work period.* Plus an additional childcare allowance, and a lifetime allowance for family planning, including adoption and fertility expenses. *The leave allowances provided by Whatnot may be dictated / informed by your country’s legal requirements,
- Flexibility: As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Germany, Ireland, and Poland, we’re building the future of online marketplaces –together.
Company values
- Always listen to customers
- Move uncomfortably fast
- Prioritize impact ruthlessly
- Own everything and nothing
- Set crazy goals
- Provide extreme transparency
- Optimize for the upside
- Team over ego
- Figure it out
- Deeply understand why
- Have fun & be kind
Company HQ
Venice, Los Angeles, CA
Articles
Leadership
Grant LaFontaine
(Co-Founder & CEO)Former Product Marketing Manager at Google, Project Manager at Facebook. Also co-founded Kit.
Logan Head
(Co-Founder & CTO)Experience in Engineering, including at Maker's Row, Factr, and Flight Club. Former Senior Product Manager at GOAT.
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