Customer Experience Agent (Overnight Shift)

Whatnot•Phoenix, AZ

7h•Hybrid

About The Position

The Customer Experience team is responsible for driving the best possible user experience through process improvement, order management, and problem solving. As part of this team you will be tasked with doing anything possible to make sure our customers get the product they ordered as fast as possible. And if something went wrong, you are ensuring that we are doing everything possible to make it right. We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Phoenix, AZ hub.

Requirements

Open to overnight shift from 8pm-5am PST
2+ years of Support experience handling email and/or chat services.
Weekend availability required.
Understanding of E-commerce and Marketplace operations.
Experience with Customer facing systems like Zendesk, Kustomer, or Intercom.
Obsession with customers / being customer first / serving customers.
Proactive problem-solver and process-improver.

Nice To Haves

Knowledge of Collectibles is a plus.
Bachelor's degree or college experience preferred.
Previous start-up experience is a plus.

Responsibilities

Interact with buyers and sellers with a customer first attitude ensuring a positive experience.
Resolve all customer issues regarding payments, orders, shipments and general questions with a high quality, and in a timely manner.
Become an expert in Whatnot’s product, processes and systems to drive positive outcomes for our users.
Work with other departments to troubleshoot, research and resolve open questions.
Seek out opportunities to eliminate repeat contacts and improve the overall customer 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
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
16 weeks of paid parental leave + one month gradual return to work company leave allowances run concurrently with country leave requirements which take precedence.