CX Engineering Manager: Scalable Customer Support

Whatnot; San Francisco (CA); Hybrid; USD 230,000 - 350,000; Full time

Benefits offered by this job

Flexible time off

Health insurance

Work-from-home support

Home office setup allowance

Cellphone/internet allowance

Parental leave

401k with employer match

Dogfood budget

Company-wide holidays

Job summary

Whatnot is seeking a senior engineering leader for Customer Experience Engineering. You will own the CX strategy across SPS, CX Inbox, and LLM-based chat, guiding multi-year roadmaps and partnering with product, design, and operations to deliver coherent, scalable experiences for buyers and sellers.

We value a strong ownership mindset, architectural depth in distributed systems, and experience leading large engineering teams through complex, cross-functional initiatives.

Qualifications

• 8+ years of experience in product or platform engineering.
• 5+ years managing engineering teams.
• Track record of building end-to-end customer experiences and backend systems at scale.
• Strong product judgment and ability to translate problems into priorities.

Responsibilities

• Set the technical vision and multi-year roadmap for CX Engineering, aligning investments to customer trust and growth.
• Lead a team of 8-12 engineers across multiple workstreams, with clear ownership and staffing decisions.
• Own end-to-end outcomes for the CX portfolio (SPS, CX Inbox, buyer/seller flows, LLM-based chat).
• Guide the development of LLM-powered and automated support experiences with guardrails and proper escalation.
• Partner with Product, Design, and Operations to turn ambiguous problems into simple, coherent experiences.

Skills

Engineering leadership

Team management

Distributed systems

AI/LLM experience

Job description

Whatnot is seeking a senior engineering leader for Customer Experience Engineering. You will own the CX strategy across SPS, CX Inbox, and LLM-based chat, guiding multi-year roadmaps and partnering with product, design, and operations to deliver coherent, scalable experiences for buyers and sellers.

We value a strong ownership mindset, architectural depth in distributed systems, and experience leading large engineering teams through complex, cross-functional initiatives.