Customer Experience Agent

Whatnot•Phoenix, AZ

6d•Hybrid

About The Position

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values . With hubs in the US, UK, Germany, Ireland, and Poland, we’re building the future of online marketplaces –together. From fashion, beauty, and electronics to collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone. And we’re just getting started! As one of the fastest growing marketplaces , we’re looking for bold, forward-thinking problem solvers across all functional areas. 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

Weekend availability required.
2+ years of Support experience handling email and/or chat services.
Understanding of Ecommerce 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
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.