Engineering Manager, Customer Experience

Whatnot
New York, San Francisco, Seattle
Workplace: HybridFull timeUSD 245,000 - 330,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Leadership","Ownership","Execution","Problem-solving","Product thinking"]

Lead end-to-end scaling of Seller Provided Support (SPS), an initiative that helps sellers resolve buyers’ post-purchase issues while reducing refunds. You’ll manage a full-stack team and design scalable systems integrating with messaging, payments, and logistics. Partner closely with Product, Design, and platform teams to drive measurable refund-rate reduction, strong CSAT, and high adoption across all sellers—expanding the CX support platform as you grow the team.

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FursaFursa
Whatnot
Whatnot
10 months ago

Engineering Manager, Customer Experience

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Job Summary

Lead end-to-end scaling of Seller Provided Support (SPS), an initiative that helps sellers resolve buyers’ post-purchase issues while reducing refunds. You’ll manage a full-stack team and design scalable systems integrating with messaging, payments, and logistics. Partner closely with Product, Design, and platform teams to drive measurable refund-rate reduction, strong CSAT, and high adoption across all sellers—expanding the CX support platform as you grow the team.
Location: New York, San Francisco, Seattle
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own scaling Seller Provided Support (SPS) to all sellers, including business outcomes and technical strategy.
  • •Lead a full-stack team designing scalable systems for the Customer Experience support platform.
  • •Integrate SPS systems with messaging, payments, and logistics.
  • •Build intelligent tooling sellers use to resolve post-purchase issues.
  • •Partner with Product, Design, and platform teams to deliver a cohesive UX experience and drive CSAT and refund-rate reduction.

Pay and Benefits

Salary: USD 245,000 - 330,000 annually
Perks:Health InsuranceDentalVisionRemote Work401kPensionPaid LeaveParental LeaveChildcareHome Office

Key Requirements

  • •8+ years in product or platform engineering with 3+ years managing teams (6–12 engineers).
  • •Track record building high-impact, end-to-end product experiences and scaling backend systems.
  • •Translate strategic user and business problems into robust technical systems and product experiences.
  • •Act as technical lead when needed: lead system design, make pragmatic trade-offs, and drive execution.
  • •Nice to have: experience with messaging systems or support platforms; familiarity with Python/Elixir/Postgres.
Experience:MarketplaceLive shoppingPlatform engineeringBackend systemsSupport platforms
Skills:LeadershipOwnershipExecutionProblem-solvingProduct thinking
Tech Stack:PythonElixirPostgres

Company Brief

Whatnot
Whatnot is a live-stream shopping marketplace connecting sellers and collectors for trading cards, toys, and collectibles. The platform hosts live auctions and interactive streams, enabling creators and small businesses to sell directly to engaged communities.
Industry: Online Marketplaces
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: United States
Founded: 2019
WebsiteLinkedIn