Social Support & Insights Associate

About the position

As the Social Support & Insights Associate 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.

Responsibilities

• Proactively respond to questions, defend the brand, and educate customers across social media channels (Twitter, Facebook Groups, App Store Reviews, Instagram, and others).
• Identify and surface emerging trends and understand the root causes of customer issues.
• Assist in compiling reports that monitor key metrics, such as sentiment analysis, issue volumes, and voice-of-customer quotes across channels.
• Participate in projects that educate customers about our product, ensuring they are informed about key features and empowered to have a better user experience.
• Work with cross-functional teams to align on messaging, provide timely solutions, and escalate complex or critical issues.

Requirements

• 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.

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 on both food and 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
• Parental Leave
• 16 weeks of paid parental leave + one month gradual return to work