Customer Experience Agent, Seller

Whatnot•Phoenix, AZ

6d•$29 - $29•Remote

About The Position

The Customer Experience team is responsible for driving the best possible experience through process improvement, order management, and problem-solving. As part of this Seller Customer Experience team, you will be the primary advocate for our seller community. You will help resellers navigate the platform, resolve issues quickly, and grow their businesses on Whatnot. If something went wrong, you own making it right. You’ll deeply understand the reseller grind, including the sourcing, listings, and shipping logistics, and be the person who makes it easier.

Requirements

Weekend availability required.
Active or former Whatnot seller strongly preferred
Support experience handling email and/or chat, ideally supporting sellers or merchants.
Hands-on understanding of reseller operations such as sourcing, listing, fulfillment, returns, and payouts.
Experience with customer-facing support tools like Zendesk, Kustomer, or Intercom is a plus.
Familiarity with collectibles categories (trading cards, sneakers, vintage, etc.) is a plus.
Proactive problem-solver and process-improver.
Bachelor's degree or college experience preferred.

Responsibilities

Interact with sellers with a seller-first attitude, understanding the unique needs and pressures of running a resale business
Resolve seller issues regarding payments, payouts, order disputes, shipments, and platform questions with high quality and urgency
Become a deep expert in Whatnot's seller tools, policies, and processes to drive positive outcomes for the reseller community
Work cross-functionally with Trust & Safety, Payments, and Product teams to troubleshoot and resolve complex seller escalations
Identify patterns in seller pain points and proactively surface opportunities to improve the seller experience

Benefits

Generous Time off Policy
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 for 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 company leave allowances run concurrently with country leave requirements which take precedence.