Support Communications Manager

Whatnot Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. We're building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our values, and as a remote co-located team, we operate out of hubs within the US, UK, Ireland, Poland, and Germany today. We're innovating in the fast-paced world of live auctions from fashion, beauty, electronics to collectibles like trading cards, comic books, and even live plants. Whatnot has something for everyone. The Communications team at Whatnot is looking for a dynamic Support Communications Manager to lead and execute the strategy for our Knowledge Base. In this role, you'll collaborate with internal teams to build a clear, reliable Help Center that guides users through every stage of their journey. You'll create proactive content that reduces friction and empowers users to self-serve wherever possible. Responsibilities Own the Knowledge Base: Design and organize the Help Center to support each stage of the user journey, making it a dependable resource for all customers"”new or existing"”without needing to contact Support. Create Proactive Educational Content: Anticipate customer needs by developing timely, relevant content (macros, help articles, educational initiatives) on key features and common questions, while equipping Support with materials to efficiently assist customers. Collaborate on Content Management: Partner with Product, Policy, Marketing, and CX teams to align the knowledge base with our content strategy by creating educational initiatives, establishing processes, auditing articles, and ensuring consistency across policies, products, and content. Data Analysis: Analyze key metrics such as article views, contact rates, and macro usage to identify new opportunities for driving engagement to the Help Center and improving self-service effectiveness. Minimum Requirements As our next Support Communications Manager, you should have 5+ years of knowledge base management and content creation experience, plus: Proven experience in developing and executing strategies for Knowledge Bases and User Help Centers. Excellent written communication skills, with the ability to translate complex topics into clear, user-friendly information for diverse audiences. Experience collaborating with product and marketing teams to ensure alignment between product features and knowledge content. In-depth knowledge of content management systems and tools, with a proactive approach to discover new ways to increase user engagement. Strong data analysis skills, with the ability to extract insights from customer interactions to enhance information, knowledge, and systems. Self-starter who takes initiative and drives projects forward without needing direction. You are comfortable operating on a small team and will get in the weeds to produce results in a highly ambiguous environment. You are scrappy and no job is too small. $125,000-$165,000/year + benefits + equity Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. #J-18808-Ljbffr

Created: 2025-02-01