Engineering Manager, Customer Experience

Role

Buyer Engineering owns the end-to-end buyer experience on Whatnot, from acquiring and onboarding new users to driving long-term engagement and retention. The org builds systems across discovery, personalization, incentives, and customer support to help buyers find content, stay active, and have a high-quality experience.

Customer Experience (CX)

The Customer Experience team focuses on the support experience for buyers and sellers when something goes wrong, plus the tooling that powers that support. It's critical for Whatnot’s rapid growth as support volume rose by 6x last year alone.

• Scaling a brand new initiative—Seller Provided Support (SPS)—an end-to-end product which allows sellers to solve buyer’s post-purchase issues.
• SPS is the top priority: it builds seller ⇄ buyer trust and reduces one of our largest operating expenses — refunds.

Responsibilities

You will own scaling SPS to all Whatnot sellers, leading a full-stack team at the intersection of high business impact, technical complexity, and excellent product UX. Partnering closely with Product, Design, and platform teams, you’ll lead the design of scalable systems integrating with messaging, payments, and logistics, and build the intelligent tooling sellers need to resolve post-purchase issues.

This role is end-to-end: you’ll own business outcomes, technical strategy, and execution to a cohesive UX experience. Success looks like wide SPS adoption, measurable refund rate reduction, strong CSAT, and a growing team delivering with speed and quality.

Qualifications

• 8+ years in product or platform engineering, with 3+ years managing teams (6–12 engineers).
• Proven track record of building high-impact, end-to-end product experiences and scaling backend systems.
• Ability to translate strategic user and business problems into robust technical systems and delightful product experiences.
• Able to act as the team’s technical lead when needed — lead system design, make pragmatic trade-offs, and drive holistic execution.
• Track record of growing engineering teams that deliver complex, large-scale products with speed and quality.
• Owns outcomes end-to-end, thrives in ambiguity, and unblocks the team across business, technical, and operational challenges.

Benefits

• Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
• 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 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

Compensation

$245K - $330K